Technical Support Professional

Job Duties:

• Specialize in performing and enabling technical support of IBM Lab software and solutions.
• Provide technical support assistance to customers using problem determination and problem source identification skills.
• Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Communicate action plans to the customer or IBM representative, as appropriate.
• Recommend and implement new or improvements to existing technical support tools, procedures, and processes.
• Provide training for and mentor others on the team.
• Contribute to department attainment of organizational objectives and high customer satisfaction.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

Minimum Requirements:

• 3+ years of experience in a technical customer support environment
• 3+ years debugging/troubleshooting and implementing solutions to complex technical issues
• 3+ years working with VTAM/SNA and/or TCPIP protocols
• Have an in-depth understanding of network technologies
• Must be highly motivated, eager to learn and have a passion for supporting great products
• Possess strong verbal and written communication skills

Preferred technical and professional experience

Preferred Requirements

Knowledge of or experience using the MVS / z/OS mainframe operating system concepts

Working knowledge of PLX, PLAS, REXX, and Assembler programming skills

Working knowledge of packet trace or wireshark

Ability to analyze system output from system ABENDs (logs, dumps)

Able to diagnose problems ranging from code defects, configuration issues, or performance

Knowledge of customer relationship management tools such as CSP and/or Salesforce

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

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

Client-provided location(s): Durham, NC

Job ID: IBM-48244

Employment Type: OTHER

Posted: 2025-07-25T11:46:53