MVS Networking Remote Technical Support Specialist

Introduction

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high‑resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future‑ready solutions that power innovation.

With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

• Providing remote troubleshooting, including problem determination and source identification, for MVS Networking products.
• Addressing installation, configuration, and general usage inquiries.
• Analyzing diagnostic data to isolate and identify root causes.
• Identifying known defects and recommending appropriate fixes.
• Supporting end-to-end networking issues in a multivendor environment, including break/fix and solution support.

Bachelor's Degree

• Exposure to Networking Technologies:
  Solid base of networking knowledge, including hardware and software products, with proficiency demonstrated through Digital Technical Certifications such as Cisco CCNA/CCNP/CCIE, Juniper JNCIA/JNCIS/JNCIP/JNCIE, Palo Alto PCNSE, Check Point CCSE, Arista ACE, Fortinet NSE4/NSE5/NSE6/NSE7/NSE8,
• Experience Working with Debug Equipment:
  Familiarity with specialized debug equipment to isolate issues, document action plans accurately, and replicate device failure mechanisms using lab hardware.
• Understanding of Cognitive Support Platforms:
  Exposure to Cognitive Support Platform (Salesforce), Watson Einstein Analytics, or other tools to analyze trends and drive automation.
• Knowledge of Networking Technologies Documentation:
  Ability to analyze knowledge centers for different Networking technologies and generate technical documentation for service personnel and clients.
• Experience with Remote Technical Support Delivery:
  Familiarity with providing remote technical support service delivery within established guidelines, demonstrating technical skills that contribute to client satisfaction.

• Advanced Networking
  
  Certifications:
  
  Exposure to higher‑level Digital Technical Certifications such as Cisco CCNP/CCIE, Juniper JNCIS/JNCIP/JNCIE, Arista ACE:
  
  L5 or equivalent.
• Specialized Debug Equipment:
  Experience working with advanced debug equipment to isolate complex issues and document action plans accurately.
• Cognitive Support Platform Analytics:
  Exposure to advanced analytics tools within Cognitive Support Platform (Salesforce), Watson Einstein Analytics, or other tools to drive automation and improve effectiveness.