Tier 2 Subject Matter Expert - Rocket Center, WV

You’ll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio; including Software and Red Hat.

Curiosity and a constant quest for knowledge serve as the foundation to success in IBM Consulting. In your role you’ll be encouraged to challenge the norm investigate ideas outside of your role and come up with creative solutions resulting in ground breaking impact for a wide network of clients. Our culture of evolution and empathy centers on long-term career growth and development opportunities in an environment that embraces your unique skills and experience.

Your Role and Responsibilities
As a Tier 2 Subject Matter Expert you will play a key role in providing advanced help desk support for software issues. Your responsibilities will include:

• Resolving software problems and coordinating with all help desk staff to determine the best approach for resolving application-related tickets.
• Supporting both Tier 1 and Tier 2 staff by clarifying complex situations troubleshooting challenging questions and offering valuable information to aid in ticket resolution.
• Reviewing help desk metrics and conducting quality control ticket reviews to ensure high standards of service.
• Collaborating with leadership to oversee the development of knowledge documents that enhance application support.
• Strong problem-solving skills and the ability to communicate effectively across teams.

This position requires working onsite at our Rocket Center facility for at least three days per week with flexibility for remote work on other days.

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Required Technical and Professional Expertise

• Minimum of two years in a related technical support or service desk role.
• Proficiency in Microsoft Office Suite and strong technical skills.
• Excellent communication and customer service skills with experience in a metrics-driven environment.
• Ability to serve as a liaison between the help desk and management team.
• Must be able to work onsite at IBM’s facility in Rocket Center WV 3 days a week.

This position requires the ability to obtain and maintain a Public Trust Clearance. Applicants must be U.S. citizens and eligible to work in the United States

Preferred Technical and Professional Expertise

• Previous experience in a help desk or technical support role.
• Strong analytical skills with the ability to process and evaluate large amounts of information for resolutions and trends.
• Solid understanding of PC usage and common end-user issues.
• Customer service oriented with a passion for achieving high levels of customer satisfaction.