IBM iSenior Technical Support
June 2017
COMPANY: APSU Inc., 1317 Hickory Valley Road, Chattanooga, TN 37411
Reporting to:Service Support Manager
Salary Range: Negotiable depending on experience
APSU Services and Support
APSU Inc. has a comprehensive array of technical support solutions that offer clients support packages designed to meet the needs of their enterprise. APSU Inc. will provide the customer with all the benefits of a 24/7 fully manned technical helpdesk to monitor, maintain, and manage IT infrastructures in the US and beyond.
APSU Inc. has a strong background in the IBM AS/400/IBM i/IBM i space and is a Tier 1 partner with IBM. IBM i support services are central to its offering and cover pre-sales, installation and 24/7 fully managed support. We have an extensive list of IBM iclients and we are looking for anexperienced IBM iprofessional with strong 3rd Level support and technical skills.
Tasks
- Provide expertlevel IBM i technical support
- Provide support for IBM i hardware and software – both installation and on-going support
- To work with and assist the managed service operations teams
- To review, improve, and automate operational processes
The Person
- Natural desire to provide excellent customer support
- Strong commercial and service delivery orientated skills
- Excellent communication skills
- Able to provide support after regular business hours when needed
Experience required
- Essential
- Root cause analysis, problem determination, problem solving and other key analytical skills
- Experience with improving, streamlining and automating operational processes
- Extensive experience with CL programming, focused around process automation and system management
- Configuring, implementing, using IBM Backup, Recovery & Media Services (BRMS)
- Communications knowledge - TCP/IP, SNADS, IBM i Access
- OS/400/i5/OS/IBM i operating system and licensed program upgrades and maintenance (PTFs)
- Software installation, OS upgrade, server build/migration and maintenance
- Capacity planning, performance monitoring & required tuning
- Configuration/maintenance of IBM i systems & related hardware
- Work management and performance management
- Maintaining and monitoring file systems, security/authority administration and system auditing
- Developing documentation and deployment plans
- Communicating status/issues to management on a regular basis
- Interfacing with vendors on a regular basis to resolve technical issues
- Able to demonstrate high level of attention to detail
- Ability to identify process solutions and process improvement
- Knowledge of IBM i replication and high availability concepts
- Desirable
- Highly desirable - experience with Mimix replication software including installation, configuration, and support
- Experience with OMS/ODS replication product
- Experience with Quick-EDD replication product
- Experience in all aspects of IBM i systems operations, systems administration and technical support
- Experience supporting advanced job schedulers (eg. IBM Advanced Job Scheduler)
- Experience in developing, supporting, evaluating and installing systems management tools/utilities/applications (CL, DDS, etc.)
- Accredited in installation and support of IBM Power System Hardware
- Partitioning with HMC/SDMC on POWER systems
- Virtual I/O Server on Power Systems
- Independent Auxiliary Storage Pools (IASP) configuration, implementation, migrating applications to IASP
- Disaster recovery planning and testing
- Knowledge of other system platforms and operating systems
- Technical/infrastructure project planning, implementation and management
- ITIL Service Management
- Experience with SQL