IBM i Tech Support Analyst — Troubleshooting Expert

Fortra; Canada; On-site; CAD 70,000 - 80,000; Full time

Benefits offered by this job

Competitive benefits

Professional development opportunities

Flexible work options

Job summary

Fortra in Canada seeks a Technical Support Analyst - IBM i to be a key customer contact for troubleshooting complex issues. You will analyze configurations, diagnose problems, and coordinate with internal teams to deliver accurate resolutions in a timely manner.

You will mentor colleagues during escalations, document feature requests when needed, and contribute to knowledge base content. Strong communication and independent work are essential to succeed in this role.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 2+ years in technical support or IBM i system analysis with complex troubleshooting.
• Strong understanding of IBM i configurations, testing, and troubleshooting methodologies.
• IBM i administration including installations, PTFs, networking, journaling, and job scheduling.
• Excellent verbal and written communication; ability to translate technical concepts.
• Proven ability to own issues end-to-end and collaborate with teams.
• Experience with customer-facing roles and escalation processes.
• Proactive learner with commitment to ongoing professional development.

Responsibilities

• Technical Troubleshooting: analyze configurations and issues to ensure software functions per specs.
• Customer Communication: act as trusted advisor and explain root causes and resolutions.
• Environment Configuration: set up and test advanced environments to replicate issues.
• System Analysis: evaluate performance and behavior against intended functionality.
• Issue Escalation: document discrepancies and guide escalations for high-severity cases.
• Feature Request Documentation: capture requirements for potential product improvements.
• Collaboration: work with leadership, development, engineering, and product teams.
• Customer Education: provide guidance to users to maximize solution capabilities.
• Continuous Improvement: contribute to internal support practices and knowledge base.
• Content Development: create documentation and training materials for the team.

Skills

IBM i expertise

Troubleshooting

Root cause analysis

Customer communication

Documentation

Cross-functional collaboration

Mentorship

Independent work

Education

Bachelor's degree in CS/IT or equivalent

Tools

Ticketing systems

Fortra solutions knowledge

Job description

Fortra in Canada seeks a Technical Support Analyst - IBM i to be a key customer contact for troubleshooting complex issues. You will analyze configurations, diagnose problems, and coordinate with internal teams to deliver accurate resolutions in a timely manner.

You will mentor colleagues during escalations, document feature requests when needed, and contribute to knowledge base content. Strong communication and independent work are essential to succeed in this role.