Remote Technical Support - Entry Level

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 Role and Responsibilities

As a Remote Technical Support Agent specializing in Lenovo PC Products, you will be responsible for providing comprehensive technical assistance and guidance to customers via email communication. Your primary objective will be to troubleshoot, diagnose, and resolve technical issues related to Lenovo desktops, laptops, and other PC products. Utilizing your expertise in Lenovo systems and peripherals, you will ensure customer satisfaction by delivering prompt, accurate, and effective solutions. This position offers the flexibility of remote work, enabling you to assist customers from the comfort of your home while maintaining high-quality support standards.

Key Responsibilities

• Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.
• Diagnose hardware issues, including but not limited to system crashes, software errors, connectivity problems, and peripheral compatibility.
• Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.
• Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.
• Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.
• Stay updated on Lenovo product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.
• Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.
• Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new Lenovo products and technologies.
• Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.
  
  
  

Required Technical and Professional Expertise

• Proven experience in technical support roles, preferably with a focus on Lenovo PC products or similar hardware.
• Proficiency in diagnosing and troubleshooting hardware and software issues related to desktops, laptops, and peripherals.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly and concisely via email.
• Strong customer service orientation with a passion for helping customers resolve technical challenges effectively.
• Ability to work independently in a remote environment, demonstrating self-motivation, time management skills, and attention to detail.
• Familiarity with remote support tools, diagnostic utilities, and ticketing systems for tracking and managing customer inquiries.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Availability to work in the office in US Time zone hours.
• Fluent in English.
  
  
  

Preferred Technical And Professional Expertise

• Master's degree in Computer Science, Information Technology, or a related field preferred.
  
  
  

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.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

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

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

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.