Tier 2 Technical Support Specialist

4 weeks ago


Garrett, Indiana, United States IBM Full time
About the Role

We are seeking a skilled Tier 2 Help Desk Support Specialist to join our team at IBM Consulting. As a key member of our technical support team, you will be responsible for resolving software issues and collaborating with Tier 1 support to ensure effective resolution of application-related tickets in a call center environment.

Key Responsibilities:
  • Provide Tier 2 support for software-related issues, working closely with Tier 1 to identify and resolve application tickets.
  • Analyze and escalate complex technical problems, ensuring prompt and accurate resolutions.
  • Train and support Tier 1 staff to improve their ability to handle issues at first contact.
  • Author and maintain knowledge documents to assist in training and troubleshooting.
  • Collaborate with other teams to ensure seamless problem resolution and service improvement.
Requirements:
  • Minimum of two years of experience in a related technical support or service desk role.
  • Strong troubleshooting skills with the ability to quickly diagnose and resolve technical issues.
  • Above-average communication and customer service skills, with a strong focus on user satisfaction.
  • Ability to work effectively in a metrics-driven environment, balancing speed and quality of service.
  • Familiarity with IT service management (ITSM) tools and best practices.
About IBM

IBM Consulting is a leading provider of business and technology transformation services. We help clients across the globe accelerate their businesses through the power of collaboration, innovation, and technology. Our team is dedicated to delivering exceptional results and making a meaningful impact on our clients' success.

We are committed to creating a diverse and inclusive environment where everyone can thrive. Our employees are encouraged to be courageous, experiment, and learn new skills to constantly transform themselves and our company.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing, and blockchain. We are committed to responsible technology innovation and being a force for good in the world.



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