IBM Service Support Technician II

Shyft Services is seeking a skilled IBM Support Technician to provide Level 2 technical support for IBM systems. This role involves troubleshooting complex issues, ensuring efficient operations of IBM hardware and software, and managing service requests in accordance with ITIL standards.

What You'll Do

• Troubleshooting & Problem Resolution:
  • Provide L2 support for IBM systems, including Power Systems and zSeries.
  • Diagnose and resolve hardware, software, and network issues.
  • Analyze system logs and performance metrics to identify and rectify issues.
  • Collaborate with L1 support and escalate unresolved issues as necessary.
• System Monitoring & Maintenance:
  • Monitor performance and health of IBM systems to ensure high availability.
  • Perform routine maintenance, including firmware updates and software upgrades.
  • Assist with backups and disaster recovery operations.
• Incident & Service Management:
  • Respond to incidents and service requests within established SLAs.
  • Document troubleshooting steps and resolutions in the IT service management system.
  • Participate in root cause analysis for critical incidents.
• Collaboration & Communication:
  • Provide professional phone support to internal and external customers.
  • Collaborate with cross-functional teams to resolve complex infrastructure issues.
  • Mentor L1 support engineers to enhance their technical skills.
• Installation & Configuration:
  • Assist with the installation and deployment of new IBM systems.
  • Ensure proper integration of systems into existing infrastructure.
• Documentation & Reporting:
  • Maintain documentation on system configurations and troubleshooting guides.
  • Provide regular reports on system performance and incidents to management.

What We're Looking For

• 5+ years of experience in L2 technical support, focusing on IBM systems.
• Hands-on experience with IBM Power Systems, IBM zSeries, and IBM storage solutions.
• Strong knowledge of IBM operating systems (AIX, IBM i, Linux on Power).
• Familiarity with virtualization technologies (IBM PowerVM, VMware) and monitoring tools (IBM Tivoli Monitoring, Nagios).
• Proficiency in command-line interface (CLI) usage and shell scripting.

Qualifications

• In-depth experience with Power Server platforms. IBM xSeries Equipment, IBM pSeries Equipment (RS/6000), IBM iSeries Equipment (AS/400).
• Bachelor's degree in IT, Computer Science, or related field preferred, or equivalent experience.
• IBM Certified Specialist (e.g., IBM Power Systems, IBM Storage) and ITIL v3/v4 certification preferred.
• Demonstrated experience with ITIL-based case management systems and root cause analysis.

Key Skills

What's In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don't meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.