Technical Support Engineer – Level 4

Job Description:

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms.
• Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs.
• Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders.
• Working with the Service Delivery Managers (SDMs) and the support teams to ensure the customer projects are accepted into service promptly.
• Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production\live.
• Own project-related tasks and work with team members and customers to implement solutions for the IBM i platform.
• Deliver projects in line with customer requirements, project timelines, and deadlines set by Client Onboarding Specialists, including working outside normal business hours when required.
• Perform physical onsite installations of IBM Power servers; travel will be required.
• Complete IBM i system migrations using methods including tape, VTL, software replication, and storage replication.
• Support Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders.
• Work collaboratively with colleagues to streamline implementation solutions and document them for Acceptance into Service for the IBM i platform.
• Provide SME-level input to Technical Pre-Sales on prospective solutions being designed/scoped.
• Liaise with the Infrastructure team to ensure capacity requirements are communicated in a timely manner.
• Deliver efficient and effective support to internal and external customers, including resolving issues escalated beyond lower-tier support and attending customer sites as required.
• Act as senior advisor for customer escalations, and technical planning discussions.
• Support presales and solution discussions requiring IBM i technical.

Requirements:

• 7-10+ years of experience in a technical support engineering role
• IBM Power Hardware infrastructure expert (physical IBM power installations)
• Physical racking and stacking
• IBM i O/S technical troubleshooting skills (from V5R4- V7R6)
• logical replication software
• SAN replication/Switch configuration
• VIOS installation & Configuration
• PowerHA tool kit including FSFC and FSR
• VTL backup technologies.
• HMC, FSP, system firmware, OS & PTF upgrades
• LPAR builds & restoration tasks from physical/virtual media
• Proficiency in MS Office applications.
• Strong organizational, administrative, and problem-solving skills.
• Ability to assist/train staff and produce technical documents.
• Effective communication, customer-facing, and presentation skills.
• Initiative, flexibility, adaptability, and ability to work under pressure.
• Ability to work out of normal business hours when required.
• Strong troubleshooting, root cause analysis, operational governance, major incident, and service management capability.
• Experience leading technical support teams within ITIL aligned operational environments.

Benefits:

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities