Technical Support/Service Desk Professionals (Quezon City)

Job description

This role provides remote technical support assistance to clients and IBM technical personnel on multiple products in the high volume through high availability product environments. They receive and record incident related information, and using a variety of tools, techniques and procedures, selects appropriate actions to resolve problems, and communicates the solution or action plan to the client or IBM service representative. They identify/recommend updates to knowledge based systems and maintenance packages. They may also provide hardware or software technical support assistance to clients and IBM personnel in multi-vendor, multi-protocol networks/systems in the high availability product environment. They use professional knowledge and problem determination/problem source identification skills to resolve problems involving hardware, microcode, operating system, application programs, and network issues.

• Provide and process information in response to inquiries, concerns, and requests
• Diagnose and resolve technical, hardware and software, issues
• Research required information using available resources
• Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business
• Redirect problems to appropriate resource

Auto req ID

12824BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Technical Support Representative
State / Province

NATIONAL CAPITAL REGION (MANILA)
Primary job category

Product Services
Company

(0856) IBM Business Services
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

TAGUIG CITY
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.
Required Technical and Professional Expertise

• Excellent English communication skills
• Experience as technical support or technical service desk/ help desk in a call center setting or similar
• Technical troubleshooting, proficiency in computers and internet applications is a definite advantage
• Open to undergraduates who finished at least 2 years of college and graduates of vocational courses
• Fresh graduates and those with BPO experience are encouraged to apply
• Willing to work on shifting schedules, including graveyard, weekends and holidays
• Willing to work in Nuvali, Sta. Rosa, or other IBM sites

Country/Region

Philippines
Preferred Technical and Professional Experience

N/A
Secondary Job Category

Other Product Services
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Technical Services and Solutions (GBS ONLY)
New Collar Role

Yes