Technical Support Professional - Intern Conversion

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.

As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of various complexity issues to ensure client satisfaction and minimize business impact.

• Analyze Diagnostic Information:
  Analyze diagnostic information, troubleshoot, recreate, and debug client IT environment issues to determine the course of action and/or solutions. This involves understanding the client's business impact and technical needs to act as their trusted advisor for successful utilization of IBM products & solutions.
• Collaborate with Teams:
  Coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely, and effective. This includes driving product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.
• Create Knowledge Assets:
  Create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve the effectiveness of IBM teams.
• Communicate with Clients:
  Engage in direct communication with clients to understand their issues, provide solutions, and ensure their satisfaction with IBM products and services.
• Drive Improvements:
  Drive improvements and solutions within IBM to ensure the teams have the tools, knowledge, and expertise to provide exceptional client experiences with IBM products & services.

• Exposure to Technical Troubleshooting:
  Experience working with analysis and troubleshooting of technical issues, including recreating and debugging client IT environment issues to determine the course of action and/or solutions.
• Understanding of Client IT Environments:
  Exposure to understanding client IT environments, including hardware, software, and network configurations to provide effective technical support.
• Familiarity with Collaboration Tools:
  Experience working with collaboration tools and platforms to coordinate and communicate with Development, Services, and Field teams.
• Knowledge of Digital Solutions:
  Exposure to creating and reusing knowledge assets and content to promote client self-sufficiency through digital solutions.
• Understanding of Product Quality Improvement:
  Experience working with data and client feedback to drive product quality, functionality, serviceability, and usability improvements.

• Familiarity with IT Service Management:
  Exposure to IT service management principles and practices, including incident, problem, and change management, to ensure effective technical support and client satisfaction.
• Knowledge of Cloud-based Solutions:
  Experience working with cloud-based solutions and technologies to analyze and troubleshoot technical issues and provide effective technical support.
• Understanding of Data Analysis Tools:
  Exposure to data analysis tools and techniques to gather insights from case data and client feedback, driving product quality, functionality, serviceability, and usability improvements.