IBM i Technical Support Analyst

Fortra; Texas; On-site; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

401(k) enrollment

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is seeking a Technical Support Analyst - IBM i to serve as a key customer contact for troubleshooting complex issues and ensuring customer satisfaction. You will analyze systems, configure environments, and collaborate with cross-functional teams to resolve problems, document feature requests, and mentor teammates during escalations.

A bachelor's degree and 2+ years in technical support or IBM i are required; compensation ranges from 60,000 to 70,000 USD plus benefits.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 2+ years of experience in technical support, IBM i system analysis, or a related role, with a focus on complex software troubleshooting and issue resolution.
• Strong understanding of IBM i system configurations, software testing, and troublesShooting methodologies.
• IBM i administration experience, including software installations, PTF applications, networking, journaling, job scheduling, and work management tasks.
• Proficiency in diagnosing complex technical issues and identifying root causes.
• Excellent verbal and written communication skills, with the ability to clearly translate technical information to customers and internal teams.
• Strong problem-solving skills and the ability to work independently and collaboratively to resolve issues.
• Demonstrated ability to own issues from start to finish while working effectively within a team environment.
• Familiarity with technical support tools, ticketing systems, and escalation processes.
• Demonstrated experience working in a customer-facing role, with a focus on providing exceptional customer service and leading key projects or initiatives.
• Evidence of proactive learning, professional development, or a self-described commitment to lifelong learning.
• Experience with Fortra solutions or related industry products.
• Familiarity with enterprise software systems and environments.
• Prior experience in documenting feature requests and collaborating with development teams.

Responsibilities

• Technical Troubleshooting: Conduct in-depth analysis of Fortra's solutions based on customer system configurations, specifications, and reported issues to determine if the software is functioning properly per documented specifications.
• Customer Communication: Serve as a trusted advisor to high-priority customers, communicating effectively to ensure they understand the root cause of the problem and the steps being taken to resolve it.
• Environment Configuration: Set up, configure, and troubleshoot more advanced test environments based on customer inputs and system specifications to replicate reported issues and validate software functionality.
• System Analysis: Analyze product performance and behavior using advanced technical expertise and product knowledge to determine whether it aligns with intended functionality.
• Issue Escalation: When software does not function as designed, document the discrepancy and collaborate with internal teams to develop and propose solutions; mentor during escalation for high-severity issues.
• Feature Request Documentation: Oversee gathering of detailed requirements and submit comprehensive feature requests for potential product enhancements.
• Collaboration: Work closely with cross-functional teams to ensure effective resolution of issues and communication of customer needs.
• Customer Education: Provide end users with guidance and technical education to resolve knowledge-related issues.
• Continuous Improvement: Contribute to internal support practices and stay updated on Fortra's solutions and industry trends.
• Content Development: Create documentation, articles, or training materials for the broader support team.

Skills

IBM i knowledge

Troubleshooting

Customer communication

System analysis

Documentation

Cross-functional collaboration

Problem solving

Self-directed learning

Education

Bachelor's degree or equivalent experience

Tools

Ticketing systems

Job description

Fortra is seeking a Technical Support Analyst - IBM i to serve as a key customer contact for troubleshooting complex issues and ensuring customer satisfaction. You will analyze systems, configure environments, and collaborate with cross-functional teams to resolve problems, document feature requests, and mentor teammates during escalations.

A bachelor's degree and 2+ years in technical support or IBM i are required; compensation ranges from 60,000 to 70,000 USD plus benefits.