Client Facing Technical Support Representative

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

The Client Facing Technical Support Representative serves as the visible advocate for Service Management-Technical Operations and the CIO organization at Kyndryl. In this role, you will deliver exceptional on-site "white glove" service by providing both technical and operational support to internal clients. Central to this position is fostering positive client engagement to ensure outstanding client experience. You will act as a representative of CIO Technical Operations, possessing a comprehensive understanding of its services for both the CIO and Kyndryl. Additionally, you will coordinate activities between on-site and off-site technical teams, ensuring effective collaboration and seamless integration across all support functions.

It is expected that you will work with multiple stakeholders, including the Internal clients & technical support teams, utilizing your natural enthusiasm, positive "can-do" attitude and strong customer facing skills to build connections and trust with Kyndryl. You will be able to lead discussions on technical topics, and apply a great customer led delivery style with your technical and client facing skills. Coaching and mentoring our teams and our Kyndryl employees to ensure a more proactive, self-learn attitude towards our working environment. This role will be delivered around the globe, and you will be able to team with like-minded professional engineers, to deliver a positive and consistent experience for all Kyndryl

Key Responsibilities:

• Manage and co-ordinate with multiple Kyndryl stakeholders and cross functional teams

• Constantly deliver with excellence with key focus on the white glove client experience

• Provide hands-on support for:

  • Service management (incident, request, and problem resolution)

  • Asset lifecycle management (allocation, De-allocation, tracking, deployment, decommissioning)

  • Printer and peripheral support

  • Audio/Video systems (meeting rooms, events, executive briefings)

• Develop and recommend approaches to address current problems and issues.

• Work with senior management/support teams to identify and resolve technical problems as they arise.

• Anticipate future problems and issues and communicate effective mitigation plans.

• Ability to translate technical issues into action, and experience issues into a client understandable language

• Become a go-to technical expert for Kyndryl.

• Build CIO support relationships to encompass secondary support to enhance your support options

• Keep yourself updated with new technologies and offerings from CIO for Kyndryl.

Your future at Kyndryl
This is a true "start here, go anywhere" opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

You're good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.
 

Required Professional and Technical Expertise:

• Experience 4yrs+ in relevant IT field.

• Graduate / Diploma in Electronics or Computer Science with mandatory IT certification viz. Microsoft Azure Fundamental /RHCE/ CCNA/ ITIL.

• Asset Management Expertise: Demonstrated proficiency in asset tagging, verification, and inventory management.

• Technical Aptitude: Deep familiarity with the installation, configuration, and troubleshooting of a wide range of hardware and software.

Preferred Professional and Technical Expertise:

• Proficiency in spoken & written English is a prerequisite for Technical Support Representatives.

• Analytical Skills: Strong ability to analyze system data, audit findings, and usage trends, converting them into actionable insights

• Strong customer facing/handling skills with a positive & servant leadership service attitude in all communication(s).

Being You

Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred

If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.