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

Are you ready to embark on a technical adventure and become a hero to our external and internal users? As Technical Support at Kyndryl, you'll be part of an elite team that provides exceptional technical assistance, enabling our clients to achieve their desired business outcomes.

You'll be a troubleshooter extraordinaire, diagnosing and repairing complex equipment, software, and systems with ease. Nothing will be too challenging for you to solve as you respond to escalated issues, report critical design flaws, reliability and maintenance problems, and bugs.

You'll be the go-to person for our customers who require assistance with highly technical or sophisticated products, as well as for customer installations and training. With your passion for technology, you'll provide world-class support that exceeds customer expectations.

As Technical Support, you'll perform varying degrees of problem determination and resolution of desktop hardware and software issues using your technical expertise and available resources to ensure that our customers' issues are resolved efficiently and effectively. You'll also have the opportunity to perform installs, moves, adds, and changes (IMAC) activities, as well as data backup and restore on certain accounts for clients, ensuring that all related administrative duties are completed within Service Level Agreement objectives.

You will develop a deep understanding of the local and regional infrastructure, as well as key contacts in other competencies, which will enable you to ensure that the proper team is aware of – and taking action on the problem.

If you're a technical wizard, a customer service superstar, and have an unquenchable thirst for knowledge, we want you to join our team.

Role and Responsibilities:

• 3+ years of experience in configuration and management of ITSM Tools including ManageEngine SDP, OPM and App Manager.

• ITIL V4 certified and good understanding of major ITSM services areas of Configuration, Incident, Request, Change, Problem, Known Error, and Knowledge Management.

• Manage and administer the implementation, configuration, and maintenance of ManageEngine monitoring tools, including OpManager, Applications Manager, and Network Configuration Manager.

• Knowledge and experience in configuring ticket exchange with third-party integrations for ManageEngine.

• Experience in ManageEngine products like (OPM), ITSM Ticketing (SDP), APM (App Manager), Key Manager Plus, Analytics Plus, AD Self Service Plus, SDP ticketing tools and Automation.

• Experience in configuring dashboards, SLA calculations, key ITIL delivery metrics & KPIs, and views/reports for various roles.

• Day to day administration of ManageEngine, ITOM modules such as, Op Manager, App Manager, Key Manager Plus, Analytics Plus, AD Self Service Plus, SDP ticketing tools, AD360, VM+.

• Install, configure, and upgrade monitoring tools to ensure optimal performance and functionality.

• Customize monitoring configurations to align with organizational requirements and objectives.

• Define and configure monitors, thresholds, and alerting rules to proactively monitor network, server, application, and infrastructure health.

• Monitor system performance metrics, including CPU utilization, memory usage, disk space, network traffic, and application response times.

• Monitor and manage system events, alerts, and notifications generated by the monitoring tools.

• Prioritize and respond to critical alerts, troubleshooting and resolving issues in a timely manner to minimize downtime and impact on business operations.

• Generate and analyze reports on system performance, availability, and health using built-in reporting features of ManageEngine monitoring tools.

• Manage network device configurations using Network Configuration Manager, ensuring compliance with configuration standards and policies.

• Perform configuration backups, audits, and change tracking to maintain configuration integrity and consistency.

• Automate routine monitoring tasks, workflows, and remediation processes to improve operational efficiency and reduce manual effort.

• Maintain comprehensive documentation of monitoring tool configurations, procedures, and best practices.

Your Future at Kyndryl

Imagine being part of a dynamic team that values your growth and development. As Technical Support at Kyndryl, you'll receive an extensive and diverse set of technical trainings, including cloud technology, and free certifications to enhance your skills and expertise. You'll have the opportunity to pursue a career in advanced technical roles and beyond – taking your future to the next level. With Kyndryl, the sky's the limit.

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 Technical and Professional Expertise

•2-3 years of experience in Customer Service or Technical Support

•Experience with Manage Engine and OPs Manager.

•Experience with Configuration and troubleshooting

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.

Kyndryl 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, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.