IBMz Hardware Remote 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 IBM Z(Mainframe) hardware, 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 technical issues and problems, with variety of complexity, through deployment of solutions or workarounds to ensure the client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client zSystem environment issues to determine course of action and/or solutions.The professional must be ready to work in shifts.

You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of the IBM teams. You coordinate and collaborate with Development, Services and Field teams to ensure technical solutions are relevant, timely and effective. You collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. You understand the client’s business impact and technical needs and act as their trusted advisor for successful utilization of IBM product Z.

Required technical and professional expertise

• Bachelor of Engineering degree in Electrical Engineering, Electronics Engineering, Computer Engineering, or related field, and/or equivalent experience.

• Excellent English communication skills (verbal and written).

• Experience in Support of High-End or Enterprise Systems.

• Acting in a respectful and professional manner to represent IBM to its high-profile clients.

• Working in high pressure, dynamic situations with a large degree of autonomy.

• Being agile and open-minded to quickly adapt to procedures and tools required for the position.

• Focused and results oriented with commitment to accuracy and attention to details.

• Excellent organizational, analytical, and problem determination/solving skills.

Preferred technical and professional experience

• Good Knowledge of IBMz Systems Hardware: z17, z16, z15, z14 other IBMz legacy systems.

• Experience with Cognitive Support Platform (Salesforce).

• Client facing technical support professional experience.

• Experience working with a global team.

IBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.