IBM Tier One Technical Support 

Mexico, Jalisco, Guadalajara 

205910176

• Assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
• Provide assistance to all members in the use of our computer network, workstations, and equipment.
• Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
• Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
• Provide 24-hour support for hardware and services critical to operations.
• Work within our ticketing system to create detailed work logs and technical documentation.
• Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
• Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
• Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
• Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
• Maintain good working relationships with all cooperative workers.

Required Technical and Professional Expertise

• Ability to independently own and manage an initiative
• Ability to handle and prioritize a lot of tasks each day.
• Ability to produce user and troubleshooting documentation that other people can understand.
• Demonstrated problem-solving and analytics skills
• Demonstrated experience in Support Center on call
• Advanced written and verbal English skills
• Excellent customer service