Remote Technical Support

About the role

IBM Infrastructure & Technology is seeking a Remote Technical Support professional to assist internal users with hardware, software and network issues. You will provide 24‑hour help‑desk coverage, ensuring reliable and efficient service for critical operations.

Key responsibilities

• Maintain and document reliable customer‑service processes.
• Assist users with computer networks, workstations and peripheral equipment.
• Provide help‑desk support via phone, computer and ticketing system for desktop software, hardware and peripherals.
• Deliver 24‑hour support for hardware and services critical to operations.
• Create detailed work logs and technical documentation within the ticketing system.
• Communicate important issues to the team to improve performance.
• Coordinate with Operations and other users to avoid work interruptions.

Required profile

• Fluent English communication.
• Flexibility in working hours and ability to prioritize multiple tasks daily.
• Capability to produce clear user and troubleshooting documentation.

Required skills

• Experience with ticketing systems for issue tracking.
• Desktop hardware troubleshooting.
• Desktop software troubleshooting.
• Basic network hardware and software support.