Remote Technical Support

IntroductionAt IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.Your Role And ResponsibilitiesAssist with the, maintenance and documentation of all facets of reliable, efficient, customer service.Provide assistance to all members in the use of our computer network, workstations, and equipment.Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.Provide help desk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.Provide 24-hour support for hardware and services critical to operations.Work within our ticketing system to create detailed work logs and technical documentation.Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.Required Technical And Professional ExpertiseFluent in EnglishFlexibility in working hoursAbility to handle and prioritize a lot of tasks each dayAbility to produce user and troubleshooting documentation that other people can understandPreferred Technical And Professional Experience Exposure to Industry Certifications: Familiarity with industry certification and skills training requirements is beneficial for this role. Basic Understanding of Technical Writing: Interest in creating user-friendly documentation and excellent written communication skills can be an asset. Foundational Knowledge of IT Service Delivery: Curiosity about technical support service delivery within established guidelines can be advantageous.