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**Introduction**Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!**Your Role and Responsibilities**- Assist with the, maintenance and documentation of allfacets 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 informationhardware and software, with primary responsibility for clients devicessystems, and their efficient integration.- Provide helpdesk support, via phone, computer, and through our ticketingsystem, for most issues related to desktop software, hardware and peripherals.- Provide 24-hour support for hardware and services critical to operations.Responsibilities and Duties- Work within our ticketing system to create detailed work logs and technicaldocumentation.- Use appropriate communication and documentation to inform team of importantissues and information which will help improve team performance. Inform andcoordinate with Operations and other computer users of procedures that wouldinterrupt, affect, or interfere with their work.- Escalate issues to Tier 2 as needed, as well as set customer expectations forfollow-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 oncall, be prepared to always address technical issues.- Maintain good working relationships with all cooperative workers.- Treat co-workers and members with respect and courtesy.**Qualifications**:- Ability to handle and prioritize a lot of tasks each day.- Ability to produce user and troubleshooting documentation that other people canunderstand.**Required Technical and Professional Expertise**Ability to independently own and manage an initiativeDemonstrated problem-solving and analytics skillsAbility to work with customers and previous experience working with customersDemonstrated experience in Support Center on callAgents must have good written and verbal English skillsExcellent customer service**Preferred Technical and Professional Expertise**None**About Business Unit**IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.It's time to define your career.**About IBM**Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.**Location Statement**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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.