Technical Support Engineer – Level 4

Jobtailor; Deutschland; Vor Ort; EUR 85.000 - 110.000; Vollzeit

Zusammenfassung

Jobtailor seeks an experienced technical support engineer for IBM Power platforms. You will lead on-site hardware installations, migrations, and ongoing service delivery, ensuring customer requirements are met within agreed timelines.

Travel to client sites is expected, with collaboration across SDMs andPre-Sales teams. The role requires deep IBM i OS troubleshooting skills, strong documentation, and the ability to work under pressure in an ITIL environment.

Qualifikationen

• Extensive experience in a technical support engineering role focusing on IBM Power hardware.
• Proficient with IBM i O/S troubleshooting across V5R4–V7R6.
• Skilled in physical IBM Power server installations, racking, and maintenance.
• Experience with VIOS, LPARs, and HMC/FSP management.
• Strong knowledge of VTL backups, SAN replication, and storage replication.
• Familiarity with ITIL-aligned environments and major incident handling.

Aufgaben

• Implement customer projects on IBM i Power platforms.
• Ensure requirements align with defined customer timescales and ROIs.
• Collaborate with SMEs to provide accurate updates to PMs and stakeholders.
• Coordinate with SDMs and support teams for timely service acceptance.
• Provide information for smooth production transition of IBM i services.
• Own project tasks and deliver solutions as per customer timelines.
• Travel for onsite installations and complete migrations using tape, VTL, or software replication.
• Translate technical details into clear language for stakeholders.
• Liaise with Infrastructure for capacity planning and governance.

Kenntnisse

IBM Power Hardware Infrastructure

Physical racking and stacking

IBM i O/S Troubleshooting

VIOS installation & configuration

PowerHA toolkit (FSFC/FSR)

HMC, FSP, firmware upgrades

LPAR builds & restoration

VTL backup technologies

SAN replication/switch configuration

ITIL & service management

Tools

MS Office

Cloud Provisioning Tools

Service Management Tools

Technical Pre-Sales Tools

Jobbeschreibung

Responsibilities

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms.
• Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs.
• Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders.
• Working with the Service Delivery Managers (SDMs) and the support teams to ensure the customer projects are accepted into service promptly.
• Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production/live.
• 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.

Requirements

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

Core Competencies

Demonstrates extensive expertise in IBM Power Hardware infrastructure, including physical installations and technical troubleshooting of IBM i O/S. Proven ability to manage customer projects effectively, ensuring timely delivery and clear communication with stakeholders.

Highest-signal resume keywords

• IBM Power Hardware Infrastructure Expert
• IBM i O/S Technical Troubleshooting
• Physical Racking and Stacking
• SAN Replication/Switch Configuration
• ITIL Aligned Operational Environments

Hard Skills

• IBM i O/S Technical Troubleshooting
• Logical Replication Software
• VTL Backup Technologies
• HMC, FSP, System Firmware Upgrades
• LPAR Builds & Restoration Tasks
• PowerHA Tool Kit
• VIOS Installation & Configuration
• Physical IBM Power Installations
• System Firmware & OS Upgrades
• Technical Document Production

Soft Skills

• Strong Organizational Skills
• Effective Communication Skills
• Problem-Solving Skills
• Customer-Facing Skills
• Ability to Work Under Pressure

Industry Keywords

• Technical Support Engineering
• Customer Project Implementation
• Service Delivery Management
• Operational Governance
• Major Incident Management

Tools & Technologies

• MS Office Applications
• IBM i Services
• Cloud Provisioning Tools
• Service Management Tools
• Technical Pre-Sales Solutions