Deskside Support Representative

Job description

Deskside Support Representative (Deskside agent)

This role performs varying degrees of problem determination and resolution of hardware and software problems through the effective use knowledge, training, and the available technical resources. You may also perform installs, move, add and change (IMAC) activities, as well as data backup and restore.

Deskside agent is responsible for the following activities
·  Workstation Asset Management Activities (WAM)
·  Physical handling.
·  Workstation imaging and reimaging services on a per ticket basis.
·  Workstation deployment,
·  Asset tracking
·  Involved during audit activities
·  In the scope of Print@IBM, this person may also be called a Key User or local print support, and is responsible for delivering the scope of local support relevant to the Print@IBM solution. This role is required to go about communication and interaction with users in a professional and knowledgeable fashion. Local Print Support (also known as Key Users) are in general responsible for the following:
·  SPOC: Receive toner, and order and store other printer supplies as needed. Manage supplies stock. Request refills, as necessary.
·  Support and escort: Serve as local contact point for troubleshooting and basic repair, support service provider and end user queries. Escort service provider technicians on IBM premises when needed.
·  Sign off: verify that the newly installed/reinstalled printers are functional by completing a short checklist. Confirm the printers are operational after problems have been repaired.
·  Monitor: React to printer alerts (displayed on the device and as received via other channels such as email or phone call). If needed, report printer hardware problems using the local service provider website or phone number.
·  Provide local hands & eyes support for printers, as needed.
·  Provide network “Hands&Eyes” support
·  Act as point of contact
·  Support & Escort: Serve as local contact point for troubleshooting
·  Assist during network issues / investigations
·  Assist during network changes & project implementations
Auto req ID

197546BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Support Representative
State / Province

BUCURESTI
Primary job category

Product Services
Company

(0112) IBM Romania Srl
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

BUCHAREST
EO 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  MS Windows 7 – Extended knowledge
·  MS Windows 10 – Extended knowledge
·  MS Office knowledge – Basic knowledge
·  Linux – Basic knowledge
·  Apples OS – Basic knowledge
·  Data backup tools
·  Network skills – Basic Knowledge
Country/Region

Romania
Preferred Technical and Professional Experience

·  Project management – Basic knowledge
·  Agile – Basic knowledge
·  Computer architectures understanding
·  Systematic Troubleshooting Approach
·  Basic IP Telephony Knowledge
·  Common understanding of the printing services
·  Cloud technologies
Secondary Job Category

Other Product Services
Eligibility Requirements

English - fluent
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

No