IT Support Specialist

Job Overview

IBM is seeking a dedicated Technical Support Specialist/Advisor in Bengaluru/Bangalore, India, to provide comprehensive technical services to IBM employees. This role demands full responsibility for customer satisfaction, encompassing tasks such as software configuration, device setup and upgrades, device reimaging, installation, software support, and analysis/repair. While you will operate with significant autonomy, assistance from support resources is available for complex issues.

Your Role and Responsibilities

• Lead in employing innovative problem-resolution techniques.
• Offer support and assistance to colleagues.
• Services may be managed through a service call process or performed collaboratively within a team.
• Possess extensive knowledge of complex workstations, personal computers, printers, and mobile computing devices.
• Maintain timely communication with IBM management and team members regarding work status, potential or existing problems, and to seek advice.
• Exhibit professional communication, conduct, and appearance, maintaining a courteous, positive, and professional attitude at all times.
• Execute a full workload of technical services for IBM employees.
• Effectively utilize reference materials, support centers, and diagnostic aids.
• Perform problem determination using diagnostics, reference documentation, service aids, tools, and test equipment.
• Accurately and promptly diagnose equipment malfunctions.
• Thoroughly document all issues accurately and in a timely manner.
• Analyze hardware/software installation, migration, and operational service problems using established techniques and tools, with assistance as needed.
• May propose improvements to service delivery processes and procedures.

Required Technical and Professional Expertise

• Excellent communication, customer service skills, and problem-solving abilities.
• Proficiency with mobile devices.
• Minimum of 2 years of strong operational knowledge and experience with Windows, Red Hat Linux, Mac OS, and iOS operating systems.
• Experience with common application programs, system diagnostics, and local/remote support structures.
• Experience supporting Outlook, MS Office, MS Teams, OneDrive, Box, and Windows.
• Knowledge of system configuration, physical, and network connectivity.
• Ability to provide clear and concise information and direction to others.
• At least 2 years of professional and/or personal Windows support experience.
• At least 2 years of professional troubleshooting expertise.
• Proven customer support experience with a strong service focus.
• Active listening skills with flexibility to adapt to customer needs.

Preferred Technical and Professional Experience

• Exposure to IT Service Management (ITSM) principles, including service delivery, support, and transition. Familiarity with ITSM frameworks and standards is a plus.
• Experience working with multiple platforms, processes, or architectures, including various operating systems, application programs, and system diagnostics.
• Exposure to technical leadership roles, including leading teams, mentoring junior technicians, and providing technical guidance.