**Introduction** IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide. Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs. IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. **Your role and responsibilities** Do you like Technology, helping people, and solving problems? This role is for you! As a Technical Support Representative some of your responsibilities will be: * Assist with the maintenance and documentation of all facets of reliable, efficient, customer service. * Provide assistance to all members in the use of our computer network, workstations, and equipment. * Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration. * Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals. * Provide 24-hour support for hardware and services critical to operations. * Work within our ticketing system to create detailed work logs and technical documentation. * Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance. * Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work. * Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom). * Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues. * Maintain good working relationships with all cooperative workers **Required technical and professional expertise** * Advanced written and verbal English skills * Ability to independently own and manage an initiative * Ability to handle and prioritize a lot of tasks each day. * Ability to produce user and troubleshooting documentation that other people can understand. * Demonstrated problem-solving and analytics skills * Demonstrated experience in Support Center on call * Excellent customer service * Availability to work second shift 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.