Technical Support Professional (Apprentice Conversion)

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
As a Technical Support Professional 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 billing account technical issues and problems with a variety of complexity through the deployment of solutions or workarounds to ensure client satisfaction and minimize business impact. Your responsibilities will include direct communication with clients analyzing diagnostic information troubleshooting problem recreation and debugging client IT environment issues to determine the course of action and/or solutions.
You create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve the 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 the successful utilization of IBM products & solutions.
As a leader you drive improvements and solutions within IBM to ensure they have the tools knowledge and expertise to provide exceptional client experience with IBM products & services

Required Technical and Professional Expertise
Successful completion of the IBM Apprenticeship Program.
Site Reliability Engineer.

Preferred Technical and Professional Expertise
Networking.