IBM Deskside Support Representative in CAIRO, Egypt
This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform installs, moves, adds and change (IMAC) activities, as well as data backup and restore on certain accounts, for clients. They are responsible for resolving problems and performing IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment. Responsibilities include: Resolve customer hardware/software PC problem tickets. A technical knowledge of the supported platform is required as well as a working knowledge of the hardware. Resolve tickets within the customer SLA and obtain a high Customer Sat. Rating. Good communication skills are required.The employee focuses on individual/team objectives and development of professional effectiveness.
Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.
Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.
Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.
Works on professional projects;work is often reviewed for developmental purposes.
Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.
Impact on Business/Scope:
Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer
satisfaction, or impact immediate costs or expenses.
Required Technical and Professional Expertise
2-3 years of experience
Preferred Tech and Prof Experience
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.