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, 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. Your primary responsibilities will include:
- Resolve Client Issues: Analyze and troubleshoot billing, account, technical issues, and problems to determine course of action and/or solutions. Deploy solutions or workarounds to ensure client satisfaction and minimize business impact.
- Communicate with Clients: Engage in direct communication with clients to understand their business impact and technical needs, acting as their trusted advisor for successful utilization of IBM products & solutions.
- Create Knowledge Assets: Develop and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of IBM teams.
- Collaborate with Teams: Coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely, and effective.
- Drive Improvements: Collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.
Required Technical And Professional Expertise
- Exposure to Technical Troubleshooting: Experience working with analysis and troubleshooting of technical issues and problems to determine course of action and/or solutions.
- Understanding of Client Communication: Exposure to direct communication with clients to understand their business impact and technical needs.
- Familiarity with Knowledge Management: Experience working with creating and reusing knowledge assets and content to promote client self-sufficiency.
- Basic Understanding of Collaboration Tools: Exposure to coordinating and collaborating with multiple teams to ensure technical solutions are relevant and effective.
- Experience with Problem Resolution: Exposure to resolving issues impacting client business and leading problem resolution processes to ensure client satisfaction.
Preferred Technical And Professional Experience
- Familiarity with IT Environment: Exposure to debugging client IT environment issues to determine course of action and/or solutions.
- Understanding of Digital Solutions: Experience working with digital solutions to promote client self-sufficiency and improve effectiveness of IBM teams.
- Basic Understanding of Product Development: Exposure to driving product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.
