Entry Level Technical Support Professional-

IBM; Tucson (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

IBM Tucson is seeking a highly motivated Technical Support Professional to join our Infrastructure Support team. You will provide technical assistance and problem resolution for enterprise infrastructure solutions, collaborating with customers, support teams, and development groups to diagnose issues and drive resolutions.

The role requires strong troubleshooting, excellent communication, and the ability to operate across multiple technical disciplines in a fast-paced environment.

Qualifications

• Bachelor's degree in a technical field or equivalent.
• Experience supporting enterprise IT infrastructure and operations.
• Strong troubleshooting and problem-solving abilities.
• Excellent communication and customer-focused mindset.

Responsibilities

• Provide technical support for infrastructure products and solutions.
• Analyze, troubleshoot, and resolve complex customer issues.
• Reproduce problems in test environments and document resolutions.
• Manage support cases from diagnosis through closure.
• Communicate findings and recommendations clearly to customers and stakeholders.

Skills

Enterprise IT infrastructure

Linux

Windows

Networking fundamentals

Storage & backup

Cloud platforms (AWS/Azure/GCP)

Virtualization (VMware/Hyper-V/KVM)

Docker & Kubernetes

Log analysis & diagnostics

Troubleshooting

Documentation

Education

Bachelor's Degree

Tools

Docker

Kubernetes

VMware

Hyper-V

KVM

Monitoring tools

Job description

Introduction We are seeking a highly motivated Technical Support Professional to join our Infrastructure Support team. In this role, you will provide technical assistance and problem resolution for enterprise infrastructure solutions, working directly with customers, support teams, development organizations, and business stakeholders. You will diagnose complex technical issues, drive resolution of customer-reported problems, and contribute to improving product quality and customer satisfaction.

Introduction We are seeking a highly motivated Technical Support Professional to join our Infrastructure Support team. In this role, you will provide technical assistance and problem resolution for enterprise infrastructure solutions, working directly with customers, support teams, development organizations, and business stakeholders. You will diagnose complex technical issues, drive resolution of customer-reported problems, and contribute to improving product quality and customer satisfaction. The ideal candidate is passionate about technology, possesses strong troubleshooting skills, and thrives in a fast-paced environment supporting enterprise-class infrastructure solutions. This position requires excellent communication skills, a customer-focused mindset, and the ability to collaborate across multiple technical disciplines.

Your Role And Responsibilities

• Provide technical support for infrastructure products and solutions through various support channels.
• Analyze, troubleshoot, and resolve complex customer-reported issues.
• Reproduce customer problems in test environments and identify root causes.
• Manage support cases from initial diagnosis through resolution and closure.
• Communicate technical findings and recommendations clearly to customers and stakeholders.

Technical Problem Determination

• Perform log analysis, system diagnostics, and performance investigations.
• Identify software defects, configuration issues, and environmental problems.
• Escalate product defects and collaborate with development teams to drive resolutions.
• Document troubleshooting processes, findings, and resolutions.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• Strong understanding of enterprise IT infrastructure concepts.
• Experience supporting Linux and/or Windows operating systems.
• Knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, routing, and firewalls.
• Understanding of storage technologies, backup and recovery concepts, and system administration.

Troubleshooting & Diagnostics

• Experience analyzing logs, traces, and diagnostic data.
• Strong problem-solving and root cause analysis skills.
• Ability to isolate and resolve complex technical issues across multiple technology layers.
• Experience with monitoring and diagnostic tools.

Cloud & Virtualization

• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud.
• Experience with virtualization technologies such as VMware, Hyper-V, or KVM.
• Understanding of container technologies including Docker and Kubernetes is a plus.