Technical Support Professional (Apprentice Conversion)

**Introduction** At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world. **Your role and responsibilities** As a Technical Support Professional, you will provide services to clients in support of IBM Z software programs, utilizing the Cognitive Support Platform and direct client contact to resolve technical issues. Your technical expertise will help assess available options and recommend the best course of action to meet client needs and maintain satisfaction. Your primary responsibilities will include: • Identify Technical Issues: Work with clients to identify root technical issues, understanding their current technical environment and impact on their business, to deliver effective solutions. • Collaborate with Teams: Utilize the Cognitive Support Platform to collaborate with Support, Complaint Management, and Development teams, enabling knowledge sharing and expedient issue resolution. • Assess and Recommend: Assess available options and recommend the best course of action to ensure final resolutions meet client needs and maintain client satisfaction. • Provide Technical Support: Deliver technical support to multiple customers or provide dedicated support to a smaller number of clients, requiring a technical understanding of the IBM Z software product portfolio and its interaction with other IBM HW & SW solutions. **Required technical and professional expertise** • Exposure to IBM Z Software: Familiarity with the IBM Z software product portfolio and its interaction with other IBM HW & SW solutions, enabling effective technical support. • Technical Issue Resolution: Experience working with clients to identify and resolve technical issues, understanding their current technical environment and impact on their business. • Cognitive Support Platform: Exposure to the Cognitive Support Platform, utilizing it to collaborate with teams and facilitate knowledge sharing for expedient issue resolution. • Technical Assessment: Ability to assess available options and recommend the best course of action to meet client needs and maintain satisfaction. • Multi-Client Support: Experience delivering technical support to multiple customers or providing dedicated support to a smaller number of clients. **Preferred technical and professional experience** • IBM Z Software Knowledge: Exposure to the IBM Z software product portfolio, including its interaction with other IBM HW & SW solutions, to deliver effective technical support. • Technical Issue Analysis: Experience working with clients to analyze and resolve technical issues, considering their current technical environment and business impact. • Cognitive Support Platform Utilization: Exposure to the Cognitive Support Platform, leveraging it to collaborate with teams and facilitate knowledge sharing for efficient issue resolution. 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.