Technical Support Representative

Job description

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

Your Role and Responsibilities
This role requires you to work:
·  Thursday- Saturday, every other Wednesday 6 am- 6 pm MT
·  Knowledge within client’s environment (on-prem/Cloud) to perform Daily lower-level engineering task of system administration related solutions for various operational needs.
·  Install new / rebuild existing servers and configure hardware, some peripherals, services, settings, directories, analyze storage requirements, etc.
·  Develop and maintain installation and configuration procedures, templates.
·  Working on the OpenShift platform including some orchestration and management
·  Contribute to and maintain system standards and documentation for clients.
·  A communicator who utilizes critical thinking skills to know when to inform, lead and listen to drive our business forward.
·  Perform periodic performance reporting to support capacity planning.
·  Provides clear and concise communication to Management regarding opportunities, solutions and progress.
·  A bridge builder with other Managed Services groups (Service Desk, L3 Engineering, CSM) providing excellent and timely customer experiences.
·  Train new team members as well as train on new processes or support activities.
·  Perform ongoing performance tuning, and resource optimization as required. (Configure CPU, memory, and disk partitions as required)
·  Automate anything and everything, and spend a lot of time doing it.
·  Perform general network troubleshooting and operational maintenance of large-scale Router, Switch and Firewall deployments in a multi-vendor environment.
·  Perform Root Cause Analysis (RCA) of severe incidents/outages impacting servers or network with minimum support from management.

Required Technical and Professional Expertise

·  Solid experience working as a systems administrator.
·  Experience working with Rack Mount Servers from well known vendors (HP, Dell, Cisco UCS, etc.)
·  Hands on experience with OpenShift, Azure, Azure DevOps and Ansible.
·  Strong interpersonal and communication skills; ability to train users in applications and operating system fundamentals and to write documentation.
·  Advanced Knowledge of Windows or Linux Operating Systems.
·  Experience in a production environment with Configuration Management using modern declarative tools.(Chef, Puppet, Ansible, etc.).
·  Production proficiency and experience with Cloud Platforms and Technologies, such as Azure, AWS, or GCP. Including but not Limited to: EC2, S3, EBS, EFS /ALB Lambda, CloudFunctions, Cloud.

Preferred Technical and Professional Expertise

·  CompTIA A+, Network+, Security+, or similar network certification (CCNA, PCNSA, etc)
·  AWS cloud certification
·  RedHat OpenShift certifications