• Job Description

  Req#: 685924BR
  The RTS (Remote Technical Support) CSA team lead will provide remote technical support assistance to the client’s store associates and other employees. You will be supporting a large variety of equipment both IBM and non-IBM.
  Your responsibilities will include receiving and recording incident related information, using a variety of tools, techniques, and procedures, and selecting appropriate actions to resolve problems. You will initially provide “Generalist” level support to Retail stores, Customer offices and Warehouses. Advancement to Level 1 support will be achieved based on performance and capability. You will provide solutions for fault situations encountered in each of the above locations. You will be trained on a variety of tools and knowledge systems that you will use to assist in problem isolation and cause along with resolution options. You will engage additional levels of support or field services as required to aid resolution. You will handle voice calls and e-mail communications with the client to a high level of quality.
  You will want to contribute in a positive way towards the achievement of performance targets in all aspects of the team’s activities as well as demonstrating a willingness to execute additional task as and when required.
  • Agile methodologies
  • Monday.com
  • Mural
  • Experience leading team
  • Action plan implementation
  Bachelor's Degree Bachelor's Degree 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. 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. 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. 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.

• About the company

  IBM is a global technology and innovation company headquartered in Armonk, NY. It is the largest technology and consulting employer in the world, with more than 375,000 employees serving clients in 170 countries. Just completing its 22nd year of patent leadership, IBM Research has defined the future of information technology with more than 3,000 researchers in 12 labs located across six continents.

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