L2 IBM Service Support Technician

TD SYNNEX; Utah; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a highly skilled L2 Technical Support Engineer specializing in IBM systems. This role involves troubleshooting complex hardware and software issues, providing 24x7 support for client enterprise server and network infrastructure. You will be responsible for OEM equipment repair, optimizing system performance, and managing service requests in line with ITIL standards. Join a forward-thinking company that values diversity and offers tailored benefits, career growth opportunities, and a commitment to personal well-being programs. If you are passionate about technology and eager to make a difference, this is the perfect opportunity for you.

Benefits

Career growth opportunities

Personal well-being programs

Diversity and inclusion initiatives

Networking and community engagement

Qualifications

• 5+ years of experience in L2 technical support focusing on IBM systems.
• Hands-on experience with IBM Power Systems and zSeries.

Responsibilities

• Provide L2 support for IBM systems, diagnose and resolve issues.
• Monitor system performance and assist with backups.

Skills

IBM hardware (AS400, Power Systems, zSeries)

Troubleshooting tools

Operating systems (AIX, Linux, IBM i)

Customer service skills

Critical thinking

Education

Bachelor’s degree in IT or related field

5+ years supporting enterprise systems

Tools

IBM management tools

Virtualization tools

Monitoring tools

Job description

Shyft Services is seeking a highly skilled L2 Technical Support Engineer with expertise in IBM systems.

This position provides L2 technical support, troubleshooting complex issues, and ensuring the efficient operation of IBM hardware and software.

The engineer will be responsible for OEM equipment repair, including 24x7 technical support of client enterprise server and network infrastructure. The ideal candidate should possess strong problem-solving skills, excellent communication, and a solid understanding of IBM technologies.

This role involves consulting with onsite technicians and customers to resolve complex issues and restore service availability, optimizing system performance, and proactively identifying potential hardware issues.

The position requires managing service requests in line with ITIL standards and staying current on OEM technologies. You will create technical plans for onsite repairs, support remotely, and advise on executing quality repairs, complying with Shyft Services operating procedures and OEM requirements.

What You'll Do

1. Troubleshooting & Problem Resolution: Provide L2 support for IBM systems, diagnose and resolve hardware, software, and network issues, and collaborate with L1 support and escalate as necessary.
2. System Monitoring & Maintenance: Monitor system performance, perform routine maintenance, and assist with backups and disaster recovery.
3. Incident & Service Management: Respond to incidents promptly, document troubleshooting steps, and participate in root cause analysis.
4. Collaboration & Communication: Support internal and external customers, collaborate with cross-functional teams, and mentor L1 engineers.
5. Installation & Configuration: Assist with deploying new IBM systems, ensuring proper integration and standards compliance.
6. Documentation & Reporting: Maintain documentation and provide performance and incident reports.

Skills and Experience

• Experience with IBM hardware (AS400, Power Systems, zSeries, etc.), management tools, and backups.
• Knowledge of IBM storage, LPAR management, and electronic component replacement.
• Proficiency with troubleshooting tools, operating systems, and hardware diagnostics.
• Understanding of robotics (preferred), and experience with IBM management tools and operating systems (AIX, Linux, IBM i).
• Strong troubleshooting, critical thinking, and customer service skills.

What We're Looking For

• 5+ years of experience in L2 technical support, focusing on IBM systems.
• Hands-on experience with IBM Power Systems, zSeries, AIX, IBM i-series, or storage solutions.
• Experience troubleshooting system logs and error reports for various systems.
• Familiarity with virtualization and monitoring tools.
• Proficiency with CLI, scripting, automation, and on-call rotation participation.

Qualifications

• Bachelor’s degree in IT or related field preferred, or 5+ years supporting enterprise systems.
• Experience with ITIL case management, root cause analysis, and IBM certifications.

Key Skills

Technical skills relevant to IBM systems and infrastructure.

What's In It For You?

• Tailored benefits per country, career growth opportunities, personal well-being programs, diversity and inclusion initiatives, networking, and community engagement.

Apply Now

If you meet the qualifications or are passionate about this role, we encourage you to apply. We are committed to diversity and equal opportunity employment.