Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
What You’ll Be Doing

• Providing technical support to IBM clients, including problem determination, resolution, and escalation as needed
• Proactively managing high severity and priority incidents from identification to resolution
• Collaborating with other internal/external IT resources to identify problems and restore services
• Assisting customers via online helpdesk system, telephone, and remote support tools to diagnose technical issues related to PC operating systems, applications, network, servers, and peripherals
• Resolving and tracking incidents with network, servers, PC operating systems, applications, and peripherals in accordance with IT Service Desk procedures
• Performing security administration functions for user access, data access, and remote access
• Issuing timely, accurate, and professional company-wide notification regarding incidents impacting the user community
• Documenting all incidents, outages, status, and resolutions in accordance with IT Service Desk procedures
• Proactively utilizing IT resources to remain current with technology used in the company IT environment
• Completing other duties or tasks as assigned
  

Required Technical and Professional Expertise

• Minimum of three years of system administration experience
• Must be able to work 6pm -6am MDT any day of the week
• A communicator who utilizes critical thinking skills to know when to inform, lead and listen to drive our business forward
• Knows when they’ve reached their professional limitations and isn’t afraid to call on the next level Engineers to help with more advanced troubleshooting/repairs.
• Strong interpersonal and communication skills; ability to train users in applications and operating system fundamentals and to write documentation.
• Has an investigative mindset, allowing them to troubleshoot system issues and make necessary adjustments to resolve end-user incidents and monitoring alerts.
• Familiarity with most system administration tools and processes in latest versions of Windows and Linux (RHEL, CENTOS, UBUNTU, etc); for example, ability to boot/shut down a machine, add and remove user accounts, use backup programs and fsck or chkdsk, manage shared resources (e.g., file systems, printers), add a workstation to a network, mount remote file systems, and maintain system files (groups, hosts, aliases, usermanager).
• Must understand Infrastructure as Code concepts
• Familiarity with the principles and practice of system configuration management using modern declarative tools. (Chef, Puppet, Ansible, Terraform, etc.)
• Production experience with Cloud Platforms and Technologies, such as Azure, AWS, or GCP. Including but not Limited to:
  • EC2, S3, EBS, ELB/ALB, Lambda, CloudFunctions, Compute, VPC, Azure Storage, Azure VM, Azure Networking, VPN’s
  • Understanding of PaaS Database Offerings and how they work
• Solid comprehension of Code Revision Control (e.g., GIT)
• Experience working with Patch Management Software and understand latest Patching Strategies
• Understanding distinctions between system processes/services and user processes, the authentication/authorization processes in use at physical sites, local/network resources and resource sharing.
• Technical knowledge of network technologies, protocols, and standards working with WAN/LAN, Dynamic/Static Routing, Subnetting, Switches, Firewalls, VPN, Wireless, Load Balancers, DNS, DHCP, SSL, etc.
• Ability to write scripts in one of the following languages (Python, Bash, PowerShell).

Preferred Technical and Professional Expertise

• At least one Cloud Certification in GCP, AWS, Azure, or IBM Cloud is preferred
• CompTIA A+, Network+, Security+, or similar network certification (CCNA, PCNSA, etc) is preferred

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

This job requires you to provide your COVID-19 vaccination status with supporting documentation, where legally permissible.

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?

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 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

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

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

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