(ZAF-Johannesburg) Field Services Technician Jobs At– IBM In South Africa June 2014

Job description

This role performs varying degrees of 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 IMACs within Service Level Agreement objectives (SLA), and completing all related administrative duties. 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.
Responsibilities include: Resolve client hardware/software PC problem tickets. A technical knowledge of the supported platform is required as well as a working knowledge of the hardware. Resolve tickets within the client SLA and obtain a high client Satisfaction Rating. Good communication skills are required.


* High School Diploma/GED
* At least 2 years experience in supporting VIP (exec)
* At least 2 years experience in HW and IBM Software
* English: Fluent


* Associate”s Degree/College Diploma
* At least 4 years experience in supporting VIP (exec)
* At least 4 years experience in HW and IBM Software

Additional information
Must have excellent customer service skills.

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.

*Job ID:* GTS-0670900

*Job type:* Full-time Regular

*Work country:* South Africa

*Position type:* Professional

*Work city:* Johannesburg

*Posted:* 19-Jun-2014

*Travel:* No travel

*Job area:* Consulting & Services

*Business group:* Global Technology Services

*Job category:* IT Specialist

*Business unit:* Strat Outsrcng

*Job role:* General Other IT Specialist

*Job role skillset:* General

*Commissionable/Sales-Incentive jobs only:* No

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(ZAF-Johannesburg) Field Services Technician – IBM

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