Technical Support Professional (Apprentice Conversion)

IntroductionAt 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 responsibilitiesAs 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 educationHigh School Diploma/GEDRequired technical and professional expertiseExposure 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 experienceIBM 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.ABOUT BUSINESS UNITIBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.YOUR LIFE @ IBMIn 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 IBMIBM'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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.OTHER RELEVANT JOB DETAILSIBM 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 beingFinancial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programsGenerous 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 lawTraining and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goalsDiverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiencesWe 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.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.