Responsibilities :-

• Demonstrates leadership in innovative problem resolution techniques.
• Provides support and assistance to others.
• Services may be directed by a service call management process or be performed as part of a team.
• Possesses an extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices.
• Communicates with IBM management and/or team members on a timely basis to inform regarding status of work, of potential or existing problems, and to seek advice and assistance.
• Maintains business like communications, conduct and appearance, and otherwise demonstrates a courteous, positive and professional attitude at all times.
• Performs a full workload of technical services to IBM employees.
• Makes appropriate use of reference materials, support centers and diagnostic aids.
• Performs problem determination utilizing the diagnostics, reference documentation, service aids, tools and test equipment.
• Diagnoses equipment malfunctions accurately & promptly.
• Fully document all issues in an accurate and timely manner
• With assistance as necessary, analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools.
• May challenge the validity of and make recommendations for improving the processes and procedures used for services delivery.

Required Technical and Professional Expertise

• At least 2 years Windows support experience professionally and/or personally
• At least 2 years professional troubleshooting expertise
• Excellent Communication as well as Customer service skills and problem-solving ability.
• Mobile Device Skills.
• Strong operational knowledge and experience of Windows 10, Windows 11, Red Hat Linux, Mac OS, and iOS operating systems, common application programs, system diagnostics and local/remote support structure.
• Experience supporting Outlook, MS Office, MS Teams, WebEx, Box, and Windows.
• Knowledge of system configuration, physical and network connectivity.
• Ability to provide information and direction to others in a clear and concise manner.
• Customer support experience and service focus
• Knowledge sharing
• Ability to handle pressure of high volume & to be a exceptional performer on a daily basis
• Active listener with flexibility to modify approach and adapt to customer needs