What are the responsibilities and job description for the Entry Level Hire Remote Technical Support - Hardware and Software Products 2026 position at IBM?
Introduction
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.
Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role And Responsibilities
Investigate client-reported issues and technical questions using tools such to read system logs, trace analysis, and system diagnostics. These issues may arise from product defects, incorrect usage, or misconfigured environments, and require methodical analysis to identify root causes and deliver effective solutions. Collaborate with global teams and interface directly with clients to drive issues to resolution. Participate in off-shift and weekend duty rotations as needed to support clients operating in global time zones and to ensure timely resolution of high-impact issues. Contribute to product improvement by identifying design deficiencies, reporting product defects, and recommending enhancements that improve reliability and serviceability. Continuously develop technical expertise in your assigned specific area of Hardware Support Product offerings, staying current with new product releases, tools, and procedures to support evolving client needs.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
IBM Infrastructure is a catalyst that makes the world work better because our clients demand it. Heterogeneous environments, the explosion of data, digital automation, and cybersecurity threats require hybrid cloud infrastructure that only IBM can provide.
Your ability to be creative, a forward-thinker and to focus on innovation that matters, is all support by our growth minded culture as we continue to drive career development across our teams. Collaboration is key to IBM Infrastructure success, as we bring together different business units and teams that balance their priorities in a way that best serves our client's needs.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role And Responsibilities
Investigate client-reported issues and technical questions using tools such to read system logs, trace analysis, and system diagnostics. These issues may arise from product defects, incorrect usage, or misconfigured environments, and require methodical analysis to identify root causes and deliver effective solutions. Collaborate with global teams and interface directly with clients to drive issues to resolution. Participate in off-shift and weekend duty rotations as needed to support clients operating in global time zones and to ensure timely resolution of high-impact issues. Contribute to product improvement by identifying design deficiencies, reporting product defects, and recommending enhancements that improve reliability and serviceability. Continuously develop technical expertise in your assigned specific area of Hardware Support Product offerings, staying current with new product releases, tools, and procedures to support evolving client needs.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Bachelor’s degree in Computer Science, Computer Engineering, Engineering, Physics, Mathematics, or a related field.
- Strong analytical and problem-solving skills, with a passion for debugging and understanding how operating systems and software/hardware work at a low level.
- Experience with at least one programming language (e.g., C, C , Python, or Java).
- Excellent English communication skills (written and verbal).
- Ability to work independently and collaboratively in high-pressure situations.
- Willingness to work across time zones and participate in global team collaboration.
- Basic knowledge of Storage Area Networks and Fibre Channel Switches.
- Knowledge of networking fundamentals, including TCP/IP, DNS, NFS, SMB, and InfiniBand.
- Experience with z/OS or other mainframe environments.
- Basic Understanding of LLM Foundational models and generative AI.
- Experience with developing presentations and creating spreadsheets.
- Familiarity with operating system concepts (e.g., memory management, file systems, CPU architecture).
- Familiarity with storage concepts, such as RAID, file systems, block vs. object storage, and data redundancy.
- Basic understanding of Linux/Unix systems, including command-line operations and file systems.
- Experience with reviewing software/hardware logs data (system dumps analysis, debugging, or low-level system troubleshooting).
- Background in tutoring, teaching assistant roles, or mentoring.
- Demonstrated service mindset and ability to explain complex issues clearly.
- Experience with APIs and scripting.