Senior Support Technician IBM Midrange

The Senior Support Technician – IBM Midrange(AIX, IBMi) is responsible forthe advanced administration and troubleshooting for inbound customer requests and issues forLightedge managed services and internal IT infrastructure supporting those services.

This is a cross functional role across multiple infrastructure platforms for virtualization, backup and recovery, network and firewall, and storage.

The candidate will have specialized hands-on experience in working and supporting IBM Power environment and related networking equipment.

The ideal candidate is motivated and possesses an unwavering passion for outstanding customer experience.

This position reports to the Triage and Support Supervisor and works closely with all departments.

If you are someone who wants to join a rapidly growing team and impact change, while constantly expanding your technical knowledge, aptitude, and exposure, this is a fantastic opportunity for you!

Responsibilities

Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)

Engage with Lightedgecustomers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests at a Tier 3 IBM Power – Midrange (AIX, IBMi) support level

Primarily responsible for the maintenance and administration of Power IBMi servers with multiple partitions including message handling, command line utilities, work management, job and print control, device management, system configuration, security setup, backup and restore, client access application, external process and/or file transfer integration, and PTFs management

Knowledge to setup BRMS software and enterprise tape library architecture (save/restore) Intermediate level

Administration and troubleshooting and configuration of Full System FlashCopy(FSFC)

Troubleshoot and configure partitions and systems using the Hardware Management Console (HMC) through traditional HMC and Virtual HMC

Administration and troubleshooting MIMIX, iTera, etc IBM replication software or similar software

Install hardware upgrades and parts replacements into existing equipment

Knowledge of network protocols and troubleshooting skills. IBM iSeries TCP/IP configuration and NETSTAT troubleshooting

Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies

Perform Network, Operating System, SANStorage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedgemanaged customers and internal systems

Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials

Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs

Escalate to other teams per procedure following and maintaining SLAs

Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs

Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities

Provide after-hours support as part of an operations on-call rotation to maintain high availability of services

Provide technical support, training, and lead direction to Support Technician and Triage staff

Requirements

3-5 years of experience in a technical support role with a focus on system administration or networking

Intermediate knowledge supporting and administering in some of these areas:

IBM Power Systems

IBMi, AIX, Windows,Unix, and/or Linux server Operating Systems

IBM operations for scheduled jobs and tasks

Virtualization technologies (VMware, Nutanix AHV, or HyperV)

Server hardware (Dell, HPE, Lenovo, etc)

LAN/WAN Networks (Cisco, Juniper, Arista, etc)

Firewalls (Palo Alto, Fortigate, Cisco ASA, etc)

Web services (Apache, IIS, etc)

Databases (MySQL, MSSQL, Mongo, Oracle, DB2, etc)

IPSEC and SSL VPN

Load Balancers (F5, NSX, etc)

Excellent written and verbal communication skills

Problem solving skills and the ability to prioritize

Relevant Certifications a Plus

Customer service

Possess the ability to comprehend and execute documented escalation procedures under pressure