Technical Support Engineer - Level 4

Core Responsibilities

• 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 expertise.

Basic Qualifications

• 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 FSRVTL 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.
• Able to assist/train staff and produce technical documents.
• Effective communication, customer-facing, and presentation skills.
• Initiative, flexibility, adaptability, and ability to work under pressure.
• Able 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.

Preferred Qualifications

• Performance analysis.
• SQL Knowledge.
• IBMi Security knowledge.