Remote IT Ticket Assistant

About the Company

IBM is a global technology and consulting company that innovates to solve the world’s most challenging problems. We are a leader in IT infrastructure, cloud computing, AI, and enterprise solutions, helping clients across various industries transform their businesses. With a legacy of innovation spanning over a century, IBM is committed to fostering a diverse and inclusive environment where talent can thrive and make a real impact.

Job Description

We are seeking a highly motivated and detail-oriented Remote IT Ticket Assistant to join our dynamic team. This entry-level position is ideal for individuals passionate about technology and customer service, looking to kickstart their career in IT support. As a Remote IT Ticket Assistant, you will be the first point of contact for internal users experiencing IT-related issues, playing a crucial role in ensuring smooth and efficient operations. You will manage and prioritize incoming support tickets, provide initial troubleshooting, and escalate complex issues to appropriate teams, all from the comfort of your home office.

Key Responsibilities

• Monitor and manage incoming IT support tickets through our ticketing system.
• Provide initial remote troubleshooting and support for common hardware and software issues.
• Categorize, prioritize, and assign tickets to the relevant IT support teams.
• Communicate effectively with users to gather information, provide updates, and confirm issue resolution.
• Maintain accurate and detailed records of all support interactions and resolutions.
• Assist in creating and updating knowledge base articles and troubleshooting guides.
• Collaborate with other IT team members to ensure a seamless support experience.
• Adhere to established service level agreements (SLAs) for ticket response and resolution times.
• Identify opportunities for process improvement to enhance user satisfaction and support efficiency.

Required Skills

• Excellent written and verbal communication skills.
• Basic understanding of computer hardware, operating systems (Windows/macOS), and common software applications.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and manage time effectively in a remote environment.
• Customer-focused with a patient and empathetic approach.
• Basic networking knowledge (e.g., Wi-Fi connectivity, VPN).
• Proficiency in Microsoft Office Suite or Google Workspace.

Preferred Qualifications

• Associate's degree in Information Technology or a related field.
• CompTIA A+ or other relevant IT certifications.
• Previous experience in a customer service or help desk role.
• Experience with remote desktop tools.
• Understanding of ITIL principles.

Perks & Benefits

• Competitive hourly wage.
• Comprehensive health, dental, and vision insurance.
• Paid time off and holidays.
• 401(k) retirement plan with company match.
• Opportunities for professional development and career growth.
• Remote work setup allowance.
• Employee assistance program.
• Access to IBM's extensive learning and development resources.

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