Technical Support Professional

As an Technical Support Professional for the IBM OneIT OneCloud Team, you will join a team dedicated to ensuring the reliability, scalability, and performance of IBM systems and infrastructure. You will play a critical role in advancing critical IBM Infrastructure development initiatives through professional and timely customer support and environment monitoring and maintenance.

Your responsibilities will include, but are not limited to:

• Assisting users with L1-L2 support queries, including but not limited to operating system support, configuration and troubleshooting, user connectivity support (SSH, RDP, VPNs, etc).
• - Contributing to the deployment, scaling, and ongoing maintenance of production and test systems.
• - Maintain overall platform documentation, both user-facing and internal for your role, writing clear, concise documentation for processes, configurations, and troubleshooting steps.
• - Own L1 and L2 ticketing queue, including managing customer interactions and escalations to L3/Development team.
• - Upskill in areas of Linux Systems administration, Virtualization, Infrastructure operations and automation.
• - Learning and applying best practices in systems reliability, observability, and infrastructure operations.
• You will be expected to grow into a well-rounded Technical Support Professional capable of working independently for all support tasks as well as growing with increased responsibilities across our technology stack. Mentorship and hands-on training will be provided to help you develop the skills to excel in both domains.