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IT Support Specialist-Windows

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IBM

2d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity

AI generated summary

  • You need 2+ years in Windows support and troubleshooting, strong communication, customer service skills, knowledge of various OS, Outlook, MS Office, and proven problem-solving abilities.
  • You will provide technical support to employees, troubleshoot and resolve issues with devices and software, maintain communication about status, and document all processes and problems accurately.

Requirements

  • 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
  • Ability to multi-task
  • Proven problem solving skills

Responsibilities

  • The Technical Support Specialist/Advisor is primarily responsible for performing a full workload of technical services for IBM employees with complete responsibility for customer satisfaction with the services provided. Services include some or all the following: software configuration, device setup, upgrades, 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.
  • 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.

FAQs

What is the main responsibility of the IT Support Specialist-Windows?

The main responsibility is to perform a full workload of technical services for IBM employees, ensuring customer satisfaction with services that include software configuration, device setup, upgrades, reimaging, installation, and support or analysis of software.

What qualifications are required for this position?

A minimum of 2 years of Windows support experience, 2 years of professional troubleshooting expertise, and excellent communication, customer service, and problem-solving skills are required.

Is experience with multiple operating systems required?

Yes, strong operational knowledge and experience with Windows 10, Windows 11, Red Hat Linux, Mac OS, and iOS operating systems are required, as well as common application programs.

What type of communication skills are essential for this role?

Excellent communication skills are essential, including the ability to provide clear and concise information and direction to others, as well as maintaining courteous, positive, and professional interactions.

Does this job require the ability to handle high pressure?

Yes, the ability to handle pressure and maintain performance during high volumes of work is expected.

Are there any preferred skills for this position?

Yes, abilities such as multi-tasking and proven problem-solving skills are preferred.

Does the job require COVID-19 vaccination?

Yes, the job requires you to be fully COVID-19 vaccinated prior to your start date, and proof of vaccination status will be required.

What type of devices may I be supporting as part of this role?

You will be supporting complex workstations, personal computers, printers, and mobile computing devices.

Will I be working independently or as part of a team?

You may be directed by a service call management process but will often perform services as part of a team.

How important is customer service in this role?

Customer service is highly important, and candidates should have a strong focus on providing effective support and ensuring customer satisfaction.

IBM

Technology
Industry
10,001+
Employees
1911
Founded Year

Mission & Purpose

At IBM, we do more than work. We create. We create as technologists, developers, and engineers. We create with our partners. We create with our competitors. If you're searching for ways to make the world work better through technology and infrastructure, software and consulting, then we want to work with you. We're here to help every creator turn their "what if" into what is. Let's create something that will change everything