IBM Deskside Support Representative-Onsite Support in NEW YORK, New York

Job Description

The Deskside Support Representative-Onsite Support is primarily responsible for performing a full workload of technical services for clients onsite with complete responsibility for customer satisfaction with the services provided. Services include some or all the following: software configuration, setup, upgrades, on-site technical support, device reimaging, device installation, software support, or software analysis and repair. Seldom requires assistance from support resources to carry out complex or difficult service for in scope activities.

IBM is seeking a Fulltime/Short-Term Deskside Support Representative. This candidate will demonstrate 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.

Required Technical and Professional Expertise

  • EUC skills required- No certifications, basic acumen only - "smart hands".

  • Ability to follow directions from remote locations. Coordinate with the Service Desk and all other necessary Service Providers, Third-Party and AXP support organizations as directed by AXP to provide basic trouble shooting.

  • Distribute AXP provided Loaner machines as directed, e.g. swap equipment and ship defective equipment to the depot.

Preferred Tech and Prof Experience

  • Utilize AEXP tools to complete incident ticket and mange hardware/peripheral inventory.

  • Escalate Incidents to the appropriate AEXP or Contractor group, per AXP documented guidelines and procedures.

EO Statement

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.