Technical Support Engineer - Level 4

Park Place Technologies; Jacksonville (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

Park Place Technologies is seeking a Sr. Technical Support Engineer - L4 for IBM i platforms. You will own project-related tasks, implement solutions, and coordinate with cloud provisioning teams and SDMs to deliver IBM i services and migrations.

Some travel and onsite installations required to meet timelines. You will act as a senior advisor on escalations, provide SME input to pre-sales, support transitions to production, and document solutions for acceptance into service.

Qualifications

• 7–10+ years in a technical support engineering role.
• IBM Power hardware installations and racking knowledge.
• IBM i OS troubleshooting skills (from V5R4–V7R6).
• Experience with logical replication software, SAN replication, and switch configuration.
• VIOS installation & Configuration.
• PowerHA toolkit including FSFC and FSR.
• HMC, FSP, firmware upgrades.
• LPAR builds & restoration from physical/virtual media.
• Strong communication and ability to train staff.
• Ability to work out of normal business hours when required.

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

Skills

IBM Power hardware expertise

PowerHA toolkit FSFC/FSR

VIOS installation & Configuration

VTL backup technologies

HMC, FSP, firmware upgrades

LPAR builds & restoration

SQL knowledge

Strong troubleshooting & root cause

Customer-facing communication

ITIL-based service management

Job description

Sr. Technical Support Engineer- L4 (IBM i)

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.

Core Responsbilities

• 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

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 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.

Preferred Qualifications

• Performance analysis
• SQL Knowledge.
• IBMi Security knowledge