Senior Support Technician – IBM Midrange
| Company | LightEdge Solutions |
|---|---|
| Location | Austin, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
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
Responsibilities
- Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
- Engage with Lightedge customers 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, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed 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
Preferred Qualifications
- Relevant Certifications a Plus