Technical Support Professional

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.

Your role and responsibilities

As a Technical Support Professional for zOS, you will provide services to clients in support of IBM Z Operating System, utilizing the Cognitive Support Platform and direct client contact to resolve technical issues. Your technical expertise will help clients navigate complex technical environments and ensure timely issue resolution. Your primary responsibilities will include:
• Identify Root Technical Issues:
Using the Cognitive Support Platform and direct client contact, you will work to identify the root technical issue and understand the client's current technical environment and its impact on their business.
• Assess and Recommend Solutions:
By understanding the client's technical issues, you will assess available options and recommend the best course of action to ensure the final resolution meets the client's needs.
• Collaborate with Teams:
You will collaborate with other Support, Complaint Management, and Development teams to enable knowledge sharing and facilitate expedient issue resolution using the Cognitive Support Platform.
• Provide Technical Support:
You will deliver technical support to multiple customers or provide dedicated support to a smaller number of clients, requiring a technical understanding of the IBM Z OS and its interaction with other IBM HW & SW solutions.

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

* Exposure to IBM Z Operating System:
Familiarity with the IBM Z OS and its interaction with other IBM hardware and software solutions is essential for this role.
• Understanding of Technical Issue Resolution:
Experience working with technical issue resolution processes, including identifying root causes and assessing available options, is necessary for success in this position.
• Familiarity with Cognitive Support Platforms:
Exposure to cognitive support platforms and their application in resolving technical issues is required for effective collaboration with clients and internal teams.
• Experience with Technical Support Delivery:
Experience delivering technical support to multiple customers or providing dedicated support to a smaller number of clients is necessary for this role.
• Knowledge Sharing and

Collaboration:

Exposure to collaborative environments, including working with Support, Complaint Management, and Development teams, is essential for facilitating expedient issue resolution.

Preferred technical and professional experience

* IBM HW & SW Solutions:
Exposure to IBM hardware and software solutions and their interaction with IBM Z OS is beneficial for this role.
• Multiple Customer Support:
Experience supporting multiple customers and adapting to diverse technical environments is advantageous.
• Complaint Management:
Familiarity with complaint management processes and collaboration with Complaint Management teams can facilitate effective issue resolution.

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

YOUR LIFE @ IBM

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