About Company
IBM is a global technology and consulting company that innovates at the intersection of industry, technology, and science to tackle the world’s most critical business and societal challenges. For over a century, IBM has been dedicated to every client’s success and to creating innovations that matter for the world. With operations in over 170 countries, IBMers around the globe are working with clients to apply advanced technologies like AI, blockchain, and cloud to businesses across all industries. We’re changing the way the world works by enabling smarter businesses, accelerating scientific discovery, and connecting communities. Join us and make a difference in a company that values diversity, inclusion, and bold innovation.
Job Description
Are you a problem-solver with a passion for technology and a dedication to client success? IBM is seeking an enthusiastic and skilled Technical Support professional to join our dynamic team, working remotely from Swansea, Wales. In this vital role, you will be the first line of technical assistance for IBM clients, providing expert guidance and resolving complex issues related to a wide range of IBM products and solutions. This is an exciting opportunity to leverage your technical acumen from the comfort of your home office, contributing to IBM’s reputation for world-class service and innovation.
As an IBM Technical Support specialist, you will play a crucial part in ensuring client satisfaction by diagnosing technical challenges, providing timely and accurate solutions, and guiding users through various software and hardware functionalities. You’ll engage with diverse clients, from small businesses to large enterprises, across different industries, making every day a unique and stimulating experience. We are looking for someone who thrives in a fast-paced environment, possesses excellent communication skills, and is committed to continuous learning in an ever-evolving technological landscape. If you’re ready to advance your career with a global leader and contribute to groundbreaking technology from your home base in Swansea, we encourage you to apply!
Key Responsibilities
- Provide expert technical support to IBM clients via phone, email, and chat, troubleshooting and resolving complex software and hardware issues.
- Diagnose and resolve technical problems efficiently, escalating to senior support engineers or development teams when necessary.
- Document all customer interactions, technical issues, and resolutions accurately in the case management system.
- Collaborate with internal teams, including product development and quality assurance, to identify and resolve product defects and improve overall client experience.
- Maintain up-to-date knowledge of IBM products, services, and industry best practices through continuous learning and training.
- Develop and maintain strong client relationships by providing exceptional service and demonstrating a deep understanding of their business needs.
- Contribute to the creation and maintenance of a knowledge base, including FAQs, troubleshooting guides, and technical articles.
- Participate in on-call rotations or provide support during non-standard business hours as required to meet client needs.
Required Skills
- Minimum of 2 years of experience in a technical support, helpdesk, or IT customer service role.
- Strong understanding of operating systems (Windows, Linux, macOS) and networking fundamentals.
- Excellent problem-solving and analytical skills with a methodical approach to troubleshooting.
- Exceptional verbal and written communication skills in English, with the ability to explain complex technical concepts clearly.
- Proven ability to work independently and manage multiple priorities in a remote work environment.
- Customer-focused mindset with a strong commitment to delivering high-quality service.
- Familiarity with ticketing systems and remote support tools.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience with specific IBM products or technologies (e.g., Cloud Pak, WebSphere, Db2, AIX, z/OS).
- IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified Professional).
- Experience with cloud platforms (e.g., IBM Cloud, AWS, Azure, Google Cloud).
- Fluency in additional languages relevant to European markets.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous pension plan.
- Flexible work-from-home policy, allowing a great work-life balance.
- Extensive opportunities for professional development, training, and career advancement within a global company.
- Access to IBM's vast educational resources and certification programs.
- Employee assistance program and wellness initiatives.
- Paid time off, including holidays and vacation.
How to Apply
If you are eager to contribute your technical expertise to a world-leading technology company and thrive in a remote work setting, we encourage you to apply! Please click on the application link below to submit your resume and cover letter directly through the IBM careers portal. We look forward to reviewing your application and exploring how your skills can contribute to our team.