IBM Technical Support (Permanent WFH)
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Join our dynamic and innovative team! As an IBM Technical Support, you’ll be at the forefront of resolving complex technical issues and optimizing IT systems for peak performance. The ideal candidate will have expertise in IBM Power Systems and related technologies, providing high-quality support and contributing to the success of our clients. You’ll collaborate with industry-leading vendors, implement cutting-edge solutions, and play a crucial role in enhancing our clients' IT environments. If you excel in fast-paced settings, enjoy problem-solving, and are passionate about delivering impactful results, we want you!
Key Responsibilities:
Technical Support and Escalation Management
- Serve as the main point of contact for Level 2 escalations, ensuring timely and effective resolution of technical issues.
- Provide advanced troubleshooting and remediation for complex technical problems, minimizing service disruptions.
- Escalate critical issues to Level 3 support when required, ensuring accurate documentation and context for seamless resolution.
System Maintenance and Optimization
- Perform routine maintenance tasks for managed services clients, including daily system checks, performance monitoring, and risk assessment.
- Ensure optimal operation of IBM i, AIX, and Linux environments through regular updates, configuration adjustments, and system tuning.
- Document, deploy, and support technical solutions, maintaining high standards of system reliability and performance.
Project Support and Implementation
- Assist in the planning and execution of minor projects, coordinating with project managers to ensure timely delivery.
- Participate in pre-sales activities by providing technical insights during the scoping of new projects.
- Manage the transition of clients from solution proposal to operational delivery, collaborating with Project Managers and Operations teams to ensure seamless integration.
Qualifications and Skills
- At least 5 years of experience in a similar role, with demonstrable skills in working in a client-driven environment.
- Minimum of 3 years in a technical role with IBM Power Servers, particularly in virtualized environments with multiple LPARs, SAN, HMC, and VIOS.
- Proven experience in administering IBM i Operating Systems, including performance management, O/S installation, upgrades, and PTF installations.
- Proficiency in Control Language Programming for automation and task management.
- Expertise in Backup, Recovery, and Media Services (BRMS) for data integrity and business continuity.
- Strong understanding of Power System infrastructure, including Hardware Management Console (HMC) administration.
- Demonstrated ability to diagnose and resolve complex hardware and software issues.
- Strong customer service skills, ensuring a positive client experience during technical support.