Service Desk Remote Support Representative

Job description

A Service Desk Remote Support Representative would be responsible of providing 24*7 Remote Technical support through problem determination and identifications as Level of support via different channels (Calls and Emails).

This role performs varying degrees of remote problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements.

As the main interface to the client, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e. network team, server admin, etc., in order to ensure that the proper team is aware of, and taking action on the problem. Strong client communication and business skills are therefore needed since direct client interaction is often required. Accordingly, they have a direct impact on client satisfaction, and therefore, need to understand their account/site environment.

Auto req ID

281896BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

AL QAHIRAH
Primary job category

Product Services
Company

(0040) IBM World Trade Corp - Egypt Branch
Contract type

Fixed Term - Short Term
Employment Type

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

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

None
City / Township / Village

CAIRO
Being You @ IBM

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

·  Graduate - Bachelor in IT, Computer Science or relevant area.
·  Experience in Service Desk/Help Desk operations.
·  Technical knowledge/certification required: A+, N+, CCNA and MCITP
·  ITIL Foundations knowledge/certificate is a plus.
·  Teleco background is a plus.
·  Excellent command of English language skills.
·  Solid troubleshooting and soft skills.
Country/Region

Egypt
Preferred Technical and Professional Experience

-
Secondary Job Category

Other Product Services
Eligibility Requirements

- Eligible to work in Egypt
Position Type

Early Professional
Early Professional Track

No Track
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Life @ IBM

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.