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MS Exchange Technical Support Specialist (Level 2 / 3)

Hot job, which is either high priority or requires unique or specialized skills.
Job IDSO_DEL-0549064Job typeFull-time Regular
Work countryUSAPosition typeProfessional
Work cityDubuque,IAPosted05-Aug-2013
TravelNo travelJob areaIT & Telecommunications (non consulting)
Business groupSO DeliveryJob categoryIT Specialist
Business unitGeoSrvDeliveryJob roleServer Support Specialist
Job role skillsetGeneral
Commissionable/Sales-Incentive jobs onlyNo

Job description
This position is located onsite in Dubuque, IA., No remote work is available IBM's Global Delivery Center in downtown Dubuque, Iowa is seeking Technical Support Specialists who have expertise in one or more server technologies including different hardware architectures and operating systems. Managing users and clients within the global infrastructure by using standard tools and following standard procedures and processes, as well as, understanding and following local country/region specifics. Troubleshooting user and client management tickets with a low complexity, and limited communication with the customer, service management, and IBM teams. Primary Job Responsibilities: • Support problem and change tickets for client server support operations for work involving problem determination and implementation of changes to hardware, software, applications or network systems. These tasks are not standardized and require independent thought and problem solving to resolve. Interaction with other teams is often required to solve issues • Work to standardize repeatable tasks and steps across multiple accounts within a pod or pool while providing coaching and mentoring to the junior team members. This may require creating documentation or scripts that can be used to solve the same problem in the future. • Work to standardize repeatable tasks and steps across multiple accounts within a pod or pool while providing coaching and mentoring to the junior team members. This may require creating documentation or scripts that can be used to solve the same problem in the future. • Team members participate once or more a day in cadence discussion on team performance. They discuss issues or challenges, and receive trouble-shooting input /advice from other team members. They may also discuss team performance trends. Team members may also separately interact and exchange information with members of cross-pool teams.
Required
  • High School Diploma/GED
  • Basic knowledge in Microsoft Exchange email
  • Basic knowledge in one or more of the following: Installing, troubleshooting, operating, testing, planning and configuring relevant technologies.
  • Basic knowledge in providing support within any operating system
  • English: Fluent
Preferred
  • Associate's Degree/College Diploma in Information Technology
  • At least 3 years experience in Microsoft Exchange email
  • At least 3 years experience in one or more of the following: Installing, troubleshooting, operating, testing, planning and configuring relevant technologies.
  • At least 5 years experience in providing support within any operating system
Additional information
GTS-SO’s mission is to leverage IBM’s global scale and advanced technology to deliver standardized solutions that are more automated, repeatable and globally integrated. Through our strengthened global position, clients gain cost advantages, access to industry-leading skills and access to IBM's scale and overall flexibility. The Domestic Delivery Center in Dubuque, IA is focused on increasing GTS-SO delivery quality. Global Technology Services (GTS) brings together all of IBM's service delivery capabilities for Strategic Outsourcing.
 
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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