IBM Technical Support Engineer Reviews | Glassdoor

IBM Technical Support Engineer Reviews

Updated April 19, 2017
66 reviews

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Technical Support Engineer

3.8
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IBM CEO Virginia Rometty
Virginia Rometty
22 Ratings

Employee Reviews

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  1. "Amazing place to learn and lead"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - REMOTE Technical Support Engineer in Armonk, NY
    Former Employee - REMOTE Technical Support Engineer in Armonk, NY
    Recommends
    Neutral Outlook
    Disapproves of CEO

    I worked at IBM (More than a year)

    Pros

    Amazing people with Amazing talent. Lots of opportunity to learn

    Cons

    Management isn't that great. Sometimes they aren't so helpful


  2. "Technical SME"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Engineer in Fishkill, NY
    Former Employee - Technical Support Engineer in Fishkill, NY
    Recommends
    Positive Outlook
    Disapproves of CEO

    I worked at IBM full-time (More than 10 years)

    Pros

    The team concept "can do" philosophy utilized by IBM is world class.

    Cons

    The on-call support requires nothing short of working a full time second job. This is one are metrics were know but fully ignored by management.

    Advice to Management

    Going forward, focus on truly supporting resources before changing direction at the expense of the clients. go back to core values as a company.


  3. "Maybe good if you're younger. Don't bother if you're over 45"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Principal Technical Support Engineer in Costa Mesa, CA
    Current Employee - Principal Technical Support Engineer in Costa Mesa, CA
    Doesn't Recommend
    Negative Outlook

    I have been working at IBM (More than 10 years)

    Pros

    Large company with potential for other opportunities

    Cons

    A lot of layoffs (sorry resource actions) and outsourcing of many development and support positions to India


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  5. "Technical Support Engineer"

    Star Star Star Star Star
    Former Employee - Technical Support Engineer in Harrison, NJ
    Former Employee - Technical Support Engineer in Harrison, NJ

    I worked at IBM (Less than a year)

    Pros

    Was part of thomson reuters, learnt about their applications and process. Troubleshooting techniques. Work atmosphere is brilliant

    Cons

    Since worked with night shift the pay was not well enough.


  6. "Technical Support Expert"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Engineer in Littleton, MA
    Former Employee - Technical Support Engineer in Littleton, MA
    Recommends
    Neutral Outlook
    No opinion of CEO

    I worked at IBM full-time (More than 5 years)

    Pros

    Great to work for a big company like IBM. Many opportunities to grow within your business and move to other section of the company

    Cons

    Such a big company that it is difficult to move up. Lateral promotions are available


  7. Helpful (2)

    "Good place to work and start a new career"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Engineer in Atlanta, GA
    Former Employee - Technical Support Engineer in Atlanta, GA
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at IBM full-time (More than a year)

    Pros

    smart people. a lot of structure to follow. Can learn a lot of different fields and technologies if you put your mind to it.
    Generally, a pretty easy job. People are pretty forgiving and willing to teach you to learn.

    Cons

    Mindless forms to constantly fill out that made no sense.
    Primary job duties weren't as important as doing mindless tasks to appease a bean counter.

    Advice to Management

    care for your employees, and the employees will care for you.


  8. Helpful (5)

    "Downhill descent past several years."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Technical Support Engineer in Research Triangle Park, NC
    Current Employee - Technical Support Engineer in Research Triangle Park, NC
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

    I have been working at IBM full-time (More than 10 years)

    Pros

    Worker-bees and low-level managers are overall good people. Most willing to help each other.
    Work-life balance and work-from-home is dependent on the department and your job role.

    Cons

    Personal growth is very slow. Benefits are now industry average. Company not investing in employees (like it use to) as technology rapidly changes. Your on your own to keep up. Compensation has drastically dwindle every since Roadmap 2015 announcement. Many U.S. jobs quietly sent overseas. Not a place to work if your hardware based.
    Most technical support folks work well over 40hrs per week including on-call duty after hours.

    Advice to Management

    In past 10 years, IBM senior mgmt continues to find ways to take from employees. Pension program gone, employee stock program discount reduced from 15% to 5%, cash balance plan is making 1% past several years, 401k matching funds now being withheld until year-end . Those with salary increases are getting ~2%, if any occur at all. Bonus plan reduced to "1" rated performers only. Newest twist is furloughs. Overall leadership not portraying a strong business direction. Continual new buzzwords with no real bite in market place. Cloud Analytics Mobility Social and Security is spoken non-stop but understanding of what cloud is by average employee is a lost concept.


  9. "Stuck in a cost center"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Technical Support Engineer in Lenexa, KS
    Current Employee - Technical Support Engineer in Lenexa, KS
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I have been working at IBM full-time (More than 5 years)

    Pros

    IBM has a reputation of innovation.

    Cons

    The Lenexa site is small and you are at a small outpost away from a lot of action in the company. Support is considered a cost center. Due to this promotions and raises are few and far between. With IBM's finances as they are, even bonuses are now not a sure deal. Performance partly depends on feedback received from customer surveys and you can get poor feedback (without your fault) due to IBM product support policies.

    Advice to Management

    Do not treat support as a cost center. It is an important part of software development life cycle.


  10. "Great Corp"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Engineer in Weston, FL
    Former Employee - Technical Support Engineer in Weston, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at IBM full-time (Less than a year)

    Pros

    A lot of opportunities internal to Org

    Cons

    Too much process overload & non-prod. Meetings

    Advice to Management

    Minimize Mgmt Layers


  11. Helpful (4)

    "There has never before been a collection of such"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Technical Support Engineer in Longmont, CO
    Former Employee - Technical Support Engineer in Longmont, CO
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I worked at IBM full-time (More than a year)

    Pros

    It's easy to get a job there. They start you out answering phones and reading out of a support database. It's slightly easier to get a job at a real company with potential to grow out of your role once you have about a year under your belt from a place like this.

    Cons

    They absolutely do not reward you for doing an excellent job. There is no motivation to try to work any harder once they put you on 10 desks for 10 different companies at the same time. At $10.50 an hour, you will be unable to afford anything at all that you might want to do. If you're a nonsmoker, you will strongly consider starting the slow process of killing yourself with lung cancer once you start working at IBM. It's about the only way to get out of the carpetted warehouse that is the call center. IBM is very cognizant that the job market is overflowing with underqualified job seekers. This is their way of exploiting that and capitalizing on it at the expense of the quality of life of Coloradans. They pay a slightly better wage than flipping burgers for a job at which you might be absolutely amazing, but they will put you on Tier 2, 3, and 4 desks and still pay you like a Tier 1. They reserve the right to change whatever desk they put you on and exploit the living hell out of your computer expertise to the nth degree. You will be asked to do 16 hour shifts. My longest was 18. You basically have to do it to get the overtime pay in order to afford to live. IBM would buy slaves outright if they could.

    Advice to Management

    You shouldn't have cut call-center employee pay from $20/hr to $10.50/hr in 2009. That was terrible for the Colorado economy. And to make it even worse, even though the market was arguably what justified the cuts to begin with, those wages have not even started to move back upwards to what they were for the same jobs in 2008. I know this because I still see your little contractor agencies looking for contractors on Craigslist - they dredge the bottom of the barrel on purpose because there's always someone there at that price level who will practically beg for a job. Well guys, you get what you pay for. That means the Tier 4 desk I left in 2010 was left with exactly one guy who knew what he was doing in Linux to support 10 different accounts. When he left shortly after I did, there was nobody left who had the skillset to do the job. How many Tier 4 calibur agents do you think are going to line up at your doorstep to work for $10.50 an hour? You'll be overloaded with resumes from inexperienced and disadvantaged people though. And if you get lucky, you can find a few more actual computer technicians you can exploit who will tolerate the inhumane, patronizing atmosphere just long enough to realize you've been screwing them since they started the job.