Posted by A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise.
Technical Support Professional – Canada
Job Description:
Providing technical support to Taos clients, including problem determination, resolution, and escalation as needed
Proactively managing high severity and priority incidents from identification to resolution
Collaborating with other internal/external IT resources to identify problems and restore services
Assisting customers via online helpdesk system, telephone, and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals
Resolving and tracking incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures
Performing security administration functions for user access, data access, and remote access
Issuing timely, accurate, and professional company-wide notification regarding incidents impacting the user community
Documenting all incidents, outages, status, and resolutions in accordance with IT Service Desk procedures
Proactively utilizing IT resources to remain current with technology used in the company IT environment
Completing other duties or tasks as assigned
Qualification:
At least 1 year of experience in an IT Helpdesk environment or relevant work experience
At least 1 year of experience in IT support for REMOTE users
Associate degree or technical school specializing in Information Technology (comparable combination of experience and high school diploma/equivalent also considered)
Experience using Active Directory to setup new/manage existing users.
Must be able to create and manage distribution lists – REQUIRED
Experience setting up, managing, troubleshooting & supporting O365 – REQUIRED
Experience in installing / configuring / mapping network drives & printers – REQUIRED
Experience in troubleshooting VPN connection for REMOTE users – REQUIRED
Strong Communication skills in English – REQUIRED
Availability to work various shifts as requested or scheduled (may include weekends, evenings, and holidays) REQUIRED