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Introduction

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your role and responsibilities

As a Technical Support Professional for IBM Storage Protect Software, you will provide services to clients in support of IBM Storage Protect Suite of Software solutions, working closely with them to identify and resolve technical issues. Your work will ensure the final resolution meets the needs of the client and maintains their satisfaction with the delivery of hardware and software maintenance, IBM products, and services. Your primary responsibilities will include:

• Identify Root Technical Issues: Using the Cognitive Support Platform, Drupal, IBM Documents, ARM, and direct client contact, you will work to identify the root technical issue and understand the client's current technical environment and its impact on their business.

• Assess and Recommend Solutions: By understanding the technical issues, you will assess available options and recommend the best course of action to resolve the issue.

• Collaborate with Support Teams: You will collaborate with other Support teams, Complaint Management, and Development teams to enable knowledge sharing, facilitating expedient issue resolution and product improvements.

• Provide Technical Support: You will deliver technical support to multiple customers or provide dedicated support to a smaller number of clients, such as those with Premium Support and Expert Care contracts.

• Resolve Client Issues: You will work to resolve client issues in a timely and effective manner, ensuring client satisfaction with the delivery of IBM products and services.

Required education

Associate's Degree/College Diploma

Required technical and professional expertise

• Exposure to IBM Storage Protect Suite Software: Familiarity with IBM Storage Protect Software solutions, including their interaction with other IBM hardware, software, and cloud solutions.
• Experience with Cognitive Support Platform: Knowledge of the Cognitive Support Platform, Drupal, IBM Documents, and ARM, including their application in identifying and resolving technical issues.
• Understanding of Technical Environments: Experience working with clients to understand their current technical environments and the impact of technical issues on their business.
• Exposure to Cloud Solutions: Familiarity with IBM Private Cloud and IBM Hybrid Cloud Infrastructure solutions, including their integration with IBM Storage Protect Software.
• Experience with Collaboration Tools: Experience working with collaboration tools and platforms to facilitate knowledge sharing and issue resolution with Support teams, Complaint Management, and Development teams.

• Administrator level knowledge of current Storage Protect versions

• SME skill level on the product to be qualified to support our customers end to end / or equivalent experience.
• Good working knowledge of “Containers, Deduplication, node replication and Protection
• Ability to perform Performance diagnosis (ability to trace threads)”
• Bachelor's Degree in Information Technology or equivalent product experience level
• Participate in the World Wide weekend out of hours rota.
• English: Written and verbal, fluent

Preferred technical and professional experience

• Exposure to Cloud Solutions: Familiarity with IBM Private Cloud and IBM Hybrid Cloud Infrastructure solutions is beneficial, particularly in understanding their integration with IBM Storage Protect Suite Software.
• Knowledge of Collaboration Tools: Experience working with collaboration tools and platforms to facilitate knowledge sharing and issue resolution with Support teams, Complaint Management, and Development teams is advantageous.
• Understanding of Technical Environments: Prior experience working with clients to understand their current technical environments and the impact of technical issues on their business can be valuable in this role.
• Knowledge of DB2, VMWare, Virtual Environments, SAN, Cloud connectivity and Tape drives, would be useful to the candidate.

• Skills, experience and general understanding with all, should be well established. Operating Systems, eg AIX, Windows, Linux are also needing to be of a high level
• Experienced technical support role in a “backup & restore” capacity
• Any other languages spoken (like French, German, Italian, Spanish)