Technical Support Associate for IBM
IBM Global Services India Pvt Ltd, Gurgao 1 - 5 Yrs
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Candidate will be responsible for providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, EMEA & AP.
Min 6 months of relevant experience in the mentioned skill areas
Awareness of basic networking concepts and technologies.
Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
Understanding of operating systems, Windows 2000/NT/XP ¿ configuration options and Troubleshooting
Browser Support - Internet Explorer
Ability to identify basic hardware parts and aware of basic hardware concepts
User level familiarity with at least one e-mail client - Outlook, Notes etc..
Skilled in commercially standard software applications and major desktop operating systems.
Has technical experience and skills in the areas of problem determination, creativity and analysis.
Receives incoming calls from customers and creates incident record or updates existing record.
Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and/or more complex problems, and resolve routing and customer problems all within set criteria.
Ability to meet a set of defined account agent productivity measurements.
Be able to identify opportunity for, and implement process improvements.
Job ID:GBS-0285744
