About the Company
IBM Canada is a leading technology and consulting company with a global presence, dedicated to helping clients innovate and thrive. As part of our Corporate Managed Services division, we deliver mission-critical IT support and solutions to a diverse portfolio of enterprise clients. We foster a culture of continuous learning, professional development, and collaborative problem-solving, leveraging cutting-edge technology to drive client success and maintain operational excellence. Join a team where your contributions make a real impact on some of the world’s most complex IT environments.
Job Description
We are seeking a dedicated and client-focused WFH Helpdesk Officer to join our Corporate Managed Services team. This is a 100% remote position, providing essential technical support and troubleshooting for a wide range of IT issues experienced by our corporate clients. The ideal candidate will possess strong communication skills, a foundational understanding of IT systems, and a proactive approach to problem-solving. You will be the first point of contact for users, responsible for resolving technical issues efficiently, escalating complex problems when necessary, and maintaining high levels of customer satisfaction. This role is crucial in ensuring seamless operations for our clients, supporting their day-to-day IT needs from the comfort of your home office.
Key Responsibilities
- Provide first-line technical support to corporate clients via phone, email, and chat, addressing hardware, software, network, and system issues.
- Diagnose and resolve common technical problems related to Windows/macOS operating systems, Microsoft Office Suite, and proprietary business applications.
- Perform remote troubleshooting and system diagnostics to identify and resolve user issues promptly.
- Escalate complex or unresolved issues to higher-tier support teams, ensuring detailed documentation of initial troubleshooting steps.
- Document all support interactions, resolutions, and troubleshooting steps accurately in the ticketing system.
- Assist users with account management, password resets, and access permissions.
- Provide guidance and training to end-users on basic software and hardware usage.
- Monitor helpdesk queues and ensure timely response to all incoming requests.
- Participate in ongoing training and professional development to stay current with technology and support best practices.
Required Skills
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
- Familiarity with remote desktop tools and ticketing systems.
- Strong problem-solving and analytical skills.
- Excellent verbal and written communication skills in English.
- Ability to work independently and manage time effectively in a remote work environment.
- Basic understanding of network concepts (TCP/IP, Wi-Fi, VPN).
- Customer-centric approach with a focus on delivering exceptional service.
Preferred Qualifications
- CompTIA A+ or ITIL Foundation certification.
- Experience with macOS and common Apple applications.
- Familiarity with cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
- Previous experience in a remote helpdesk or customer support role.
- Knowledge of Active Directory for user and group management.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Paid time off and holidays.
- 401(k) matching program.
- Opportunities for professional development and certifications.
- Employee assistance program (EAP).
- Flexible work-from-home schedule.
- Access to IBM's extensive learning platforms and resources.
- Supportive and collaborative team environment.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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