Description
Introduction
Join IBM’s world-class support team and provide exceptional service to large enterprise clients using our cutting-edge Spectrum Computing solutions. In this role, you will play a key part in diagnosing, resolving, and preventing technical issues—ensuring high levels of customer satisfaction and system performance. You’ll work independently and collaboratively to address complex support challenges, coordinate across teams, and contribute to continuous improvement in service delivery.
Your role and responsibilities
As a Spectrum Computing Technical Support Professional you will:
- Deliver remote technical support for IBM software, hardware, and integrated solutions.
- Use advanced problem determination and root cause analysis techniques to diagnose and resolve client issues.
- Collaborate with other IBM support teams and stakeholders to prioritize and resolve critical problems.
- Communicate clear and timely action plans to clients or IBM representatives.
- Provide emergency support and implement urgent solutions for critical customer issues.
- Lead or participate in escalations, coordinating across teams such as Development, Product Management, and Sales.
- Create and maintain technical knowledge base articles, tools, and procedures to enhance support efficiency.
- Mentor team members and share best practices to uplift team capability and service standards.
- Contribute to departmental goals focused on client satisfaction, responsiveness, and technical excellence.
Required education
Bachelor’s Degree
Preferred education
Bachelor’s Degree
Required technical and professional expertise
- Bachelor’s degree in computer science, Engineering, or a related field
- Strong system-level knowledge of Unix, Linux, and Windows environments
- Excellent communication and interpersonal skills
- Proven experience in troubleshooting, analysis, and problem resolution
- Demonstrated ability to deliver high-quality results in customer support scenarios
Preferred technical and professional experience
- Familiarity with High Performance Computing (HPC), cluster management, and cloud computing
- Experience with enterprise-level software in support or product development roles
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 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.
OTHER RELEVANT JOB DETAILS
Must have the ability to work in Canada without sponsorship.
This role will involve working with technology that is covered by Export Regulations sanctions. If you are a Foreign National from any of the following US sanctioned countries (Cuba, Iran, North Korea, Syria, and the Crimea, Luhansk, Donetsk, Kherson, and Zaporizhia regions of Ukraine) on a work permit, you are not eligible for employment in this position.
