Job Information
Utah State Job Bank L2 IBM Service Support Technician in MIDVALE, Utah
About the Role
Shyft Services is seeking highly skilled L2 technical support engineer with expertise with IBM systems.
This position provides L2 technical support, troubleshooting complex issues, and ensures efficient operations of IBM hardware and software.
This technical support engineer is responsible for OEM equipment repair, this includes 24x7 technical support of client enterprise server and network infrastructure. The ideal candidate should possess strong problem-solving skills, excellent communications and a strong understanding of IBM technologies.
This position includes consulting with onsite technicians and customers to solve complex issues and restore service availability, this includes optimizing system performance and proactively identifying potential hardware issues.
This position involves managing service requests in line with ITIL standards and staying current on OEM technologies. Create technical plans to facilitate an onsite service repair, in addition you will remotely support an onsite technician and advise on executing a quality repair. This includes compliance with Shyft Services operating procedures and client or OEM specific requirements.
What You'll Do
Troubleshooting and Problem Resolution:
Provide L2 technical support for IBM systems, including servers (Power Systems, zSeries), storage solutions, and associated software.
Diagnose and resolve hardware, software, and network issues related to IBM technologies.
Consult on system configurations and plan of action to resolve complex incidents.
Analyze system logs, error reports, and performance metrics to identify and rectify issues.
Work with L1 support to escalate unresolved issues and take ownership until resolved or escalated to L3 support if necessary.
System Monitoring and Maintenance:
Monitor the performance, capacity, and health of IBM systems to ensure high availability and performance.
Perform routine system maintenance, including firmware updates, patch management, and software upgrades.
Assist with backups, disaster recovery, and restore operations in coordination with the IT infrastructure team.
Incident and Service Management:
Respond to incidents and service requests in a timely manner, adhering to the established SLAs.
Strict adherence to case management procedures and utilizing the Tech Data system for all incidents, changes, and case management.
Document all troubleshooting steps and resolutions in the IT service management system.
Participate in root cause analysis (RCA) for critical incidents and help implement permanent fixes.
Collaboration and Communication:
Provides courteous, professional phone support to both internal and external customers on a wide variety of technical issues such as product features and specifications and /or problem resolution.
Collaborate with cross-functional teams (network, storage, database) to resolve complex infrastructure issues.
Communicate with vendors and third-party providers for IBM hardware/software troubleshooting and support.
Provide guidance and mentoring to L1 support engineers, helping them grow in their roles.
Installation and Configuration:
Assist with the installation, configuration, and deployment of new IBM systems and solutions.
Ensure all systems are properly integrated into the existing infrastructure and meet company standards.
Documentation and Reporting:
Maintain up-to-date documentation on system configurations,... For full info follow application link.
Employees are our greatest asset and we empower them to make a difference in our business. Diversity and inclus ion makes us all better. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.