L2 IBM Service Support Technician

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 & 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 & 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 & 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 & 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 & 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 & Reporting:

• Maintain up-to-date documentation on system configurations, procedures, and troubleshooting guides.
• Provide regular reports on system performance, incidents, and resolutions to management.

Skills and Job-Related Experience:

• IBM AS400 hardware, software, and backups.
• Management tools, HMC and NIM.
• Strong knowledge of I Series storage, backup/restore archiving technologies.
• Experienced in LPAR management, tape libraries, and backup management.
• Experienced supporting Electro-Mechanical devices and replacement of motors, belts, bearing and gears
• Experienced replacing electronic components such as cards, boards, and assemblies.
• Use Troubleshooting MAPS/Diagrams/Documentation to resolve Hardware issues.
• Power Server platforms. IBM xSeries Equipment, IBM pSeries Equipment (RS/6000), IBM iSeries Equipment (AS/400).
• Diagnostics, system exercisers and operating system utilities used to troubleshoot, interrogate, re-configure, and test IBM Servers (SMIT-DIAG- STRSST).
• Knowledge of Robotics (preferred)
• In-depth knowledge of IBM hardware (servers, storage) and operating systems (AIX, IBM I and P series, Linux on Power).
• Experience with IBM HMC (Hardware Management Console), IBM System Director, or other management tools.
• Strong troubleshooting and critical thinking skills related to network issues, storage configurations, and system performance tuning.
• Direct experience troubleshooting enterprise compute, networks, and storage equipment.
• Maintain a strong working relationship with vendors and contracted delivery partners.
• Must be customer service oriented and work well in a team and encourage collaboration and consensus building across all teams.
• Review OEM system logs and research system configurations and network topologies.
• Stay current on all OEM supported products and advanced technologies.

What We're Looking For

• 5+ years of experience in L2 technical support or a similar role, with a focus on IBM systems.
• Hands-on experience with IBM Power Systems, IBM zSeries (Mainframe), IBM AIX, IBM i-series/p-series, (AS/400), or IBM storage solutions (such as Storwize or FlashSystem).
• Experience troubleshooting system logs, error reports for Lenovo and Supermicro  systems.
• Familiarity with virtualization technologies such as IBM PowerVM or VMware.
• Familiarity with monitoring tools such as IBM Tivoli Monitoring or Nagios.
• Proficiency in command-line interface (CLI) usage, shell scripting, and automation tasks.
• Develop and maintain a strong working relationship with team colleagues and customers.
• Coach L1 technicians on process improvement and technical knowledge.
• Participate in on-call rotation every 4-6 weeks as required.

Qualifications:

• A bachelor’s degree in IT, Computer Science, or a similar discipline is preferred, or +5 years of experience supporting enterprise compute, storage, and network systems.
• Demonstrated experience using an ITIL based case management systems.
• Demonstrated Root Cause Correct Action analysis, report generation, and presentation to customers.
• IBM Certified Specialist (e.g., IBM Power Systems, IBM Storage).
• ITIL v3/v4 certification for service/incident management.
• Knowledge of industry best practices for system administration and security.

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.