IBMi Technical Support Specialist

HelpSystems LLC; Eden Prairie (MN); Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health, dental, and vision

401(k) plan

HSA and FSA

Flexible PTO

Tuition reimbursement

ID Theft Protection

Job summary

Fortra is seeking a Technical Support Analyst – IBMi to serve as a key customer contact for troubleshooting, complex system analysis, and timely resolutions to ensure satisfaction and operational success. The role involves diagnosing issues, configuring environments, and collaborating with internal teams.

You will work with cross-functional teams including support leadership, development, engineering, and product management to deliver effective solutions and drive customer success.

Qualifications

• Bachelor's degree or equivalent experience in CS/IT or related field.
• 2+ years in technical support, IBM i system analysis, or related role.
• Strong understanding of IBM i configurations and troubleshooting methodologies.
• IBM i administration including software installs, PTFs, networking, journaling, job scheduling, and work management.

Responsibilities

• Provide in-depth technical troubleshooting for Fortra solutions.
• Communicate with high-priority customers to explain root causes and resolution steps.
• Configure test environments to reproduce issues and validate fixes.
• Analyze system performance to ensure alignment with intended functionality.
• Collaborate with support leadership and escalate when needed to resolve critical issues.
• Document requirements and submit feature requests for product enhancements.
• Contribute to knowledge base and cross-functional collaboration.

Skills

IBM i troubleshooting

Troubleshooting

Customer-facing

Communication

Problem solving

Independent work

Cross-functional collab

Education

Bachelor's degree in Computer Science/IT or related field

Equivalent experience

Tools

Ticketing systems

Fortra solutions knowledge

Job description

Fortra is seeking a Technical Support Analyst – IBMi to serve as a key customer contact for troubleshooting, complex system analysis, and timely resolutions to ensure satisfaction and operational success. The role involves diagnosing issues, configuring environments, and collaborating with internal teams.

You will work with cross-functional teams including support leadership, development, engineering, and product management to deliver effective solutions and drive customer success.