Deskside Support / Field Services Rep - Metro Minneapolis / St. Paul
Location: Rochester, Minnesota
Posted: October 18, 2017
Reference ID: 112336BR
PLEASE NOTE: This position is a Short Term Supplemental role with an expected duration of up to 12 months. Supplemental employment is a classification of temporary personnel employed by IBM for business needs of an indeterminate duration, or to obtain special skills needed for a limited period.
IBM is seeking to employ a PART TIME (20 hours per week) Deskside Support / Field Services Representative to support the Metro Minneapolis / St. Paul area.
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. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on certain accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives, and completing all related administrative duties. As the main interface to the customer, 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. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.