Job description
Accept incidents that require additional technical expertise from Level 1.
? Identify problems and trends through Problem Management; Perform some root cause analysis.
? Provide second level of diagnosis and have the technical expertise to resolve incidents / establish workarounds.
? Escalate/reassign issues requiring further technical expertise to Level 3.
? Monitor and update documentation on ASK IT Support Portal/Knowledge base.
? Eliminate user error; resolve password problems; resolve access and login issues.
? Provide assistance with ??How To? type questions.
? Resolve or escalate problems.
? Identify potential problems & outages and escalate accordingly.
? Queue Management, managing work load
TalentVine
Required
- High School Diploma/GED
- At least 2 years experience in Microsoft Operating Systems including Windows 7, MS Exchange /Outlook environments and browser functions; Microsoft Applications including the MS Office Suite
- At least 2 years experience in Data entry
- U.S. citizenship required
- English: Fluent
Preferred
- Bachelor's Degree
- At least 4 years experience in Microsoft Operating Systems including Windows 7, MS Exchange /Outlook environments and browser functions; Microsoft Applications including the MS Office Suite
- At least 4 years experience in Data entry
- At least 2 years experience in BMC Remedy Incident and Change Management logging and tracking
- At least 2 years experience in and ability to learn and implement scripts
- At least 2 years experience in prioritization and multi-tasking as well as working well under pressure
- Basic knowledge in Technical Writing
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.