Technical Support Professional (Apprentice Conversion)

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, 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 various complexity issues to ensure client satisfaction and minimize business impact.

Your primary responsibilities will include:

Resolve Client Issues:

Analyze and troubleshoot billing, account, technical issues, and problems to determine course of action and/or solutions. Deploy solutions or workarounds to ensure client satisfaction and minimize business impact.

• Communicate with

Clients:

Engage in direct communication with clients to understand their business impact and technical needs, acting as their trusted advisor for successful utilization of IBM products & solutions.

Create Knowledge Assets:

Develop and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of IBM teams.

• Collaborate with

Teams:

Coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely, and effective.

Drive Improvements:

Collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. Required education High School Diploma/GED Required technical and professional expertise

• Exposure to

Technical Troubleshooting:

Experience working with analysis and troubleshooting of technical issues and problems to determine course of action and/or solutions.

Understanding of Client Communication:

Exposure to direct communication with clients to understand their business impact and technical needs.

• Familiarity with

Knowledge Management:

Experience working with creating and reusing knowledge assets and content to promote client self-sufficiency.

Basic Understanding of Collaboration Tools:

Exposure to coordinating and collaborating with multiple teams to ensure technical solutions are relevant and effective.

• Experience with

Problem Resolution:

Exposure to resolving issues impacting client business and leading problem resolution processes to ensure client satisfaction. Preferred technical and professional experience

• Familiarity with

IT Environment:

Exposure to debugging client IT environment issues to determine course of action and/or solutions.

Understanding of Digital Solutions:

Experience working with digital solutions to promote client self-sufficiency and improve effectiveness of IBM teams.

Basic Understanding of Product Development:

Exposure to driving product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback. 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. 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? 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 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. IBM 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 being
• Financial 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 programs
• Generous 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 law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences We 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. Job Title Technical Support Professional Date posted 12-Jun-2026 Job

ID 118720

City / Township / Village

POUGHKEEPSIE

State / Province New York Country United States Work arrangement Onsite Area of work Infrastructure & Technology Employment type Regular Contract type Regular Projected Minimum Salary per year 58,000.00 Projected Maximum Salary per year 108,000.00 Position type Professional Travel required No Travel Company (0147) International Business Machines Corporation Shift General (daytime) Is this role a commissionable/sales incentive based position? No