Level 2 Systems Management Specialist – IBM/OneTen

OneTen
Job LocationUS
Job TagFull Time
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Description:

We build phenomenal products that our customers rely on so it’s important they are running at their best. As a Systems Management Specialist, you will work with the latest software to keep moving business forward. Whether it’s our Engineering teams that need a test environment or our software running in production, we are seeking skilled systems management professionals ready for the challenge.


IBM Technology Zone is the single destination for our go-to-market teams and Business Partner ecosystem to easily build technical ‘Show Me’ live environments, POTs, prototypes, and MVPs, which can then be customized, shared with peers and clients to experience IBM Technology. The Level 2 Systems Management Specialist role is focused on providing technical support of the IBM Technology Zone portal, content, and infrastructure, inclusive of IBM Cloud, AWS, Azure, AIX, Red Hat OpenShift, and VMware. The Level 2 Systems Management Specialist will participate in some or all of the following:

Responsibilities:

  • 24 x 7 Shift work with monthly rotations
  • On call work on average of one weekend per month
  • Troubleshoot and solve technological problems Level 1 support is not able to resolve
  • Utilize Slack and Github for escalations to Level 3 technical experts when resolution is required for complex support inquiries
  • Create Runbooks and Knowledge Articles to capture complex resolutions and promote self-service troubleshooting

Qualifications:

  • Experience in customer service management
  • Experience writing technical documentation and scripts
  • Ability to proficiently provide written resolution to inquiries
  • Ability to stand firm on issues yet be flexible and creative when working with stakeholders to find effective solutions
  • Valuable Previous Experiences Include:
  • Working in a fast-paced, high-performance team
  • Strong problem management
  • Working with minimal to no supervision
  • Understanding of the IBM Technology portfolio
  • Working with/in a go-to-market team
  • In-depth knowledge or experience working with IBM Cloud, AWS, Azure, AIX, VMware, Red Hat OpenShift, Terraform, GitOps, and/or KVM Hybrid Cloud infrastructures
  • Experience using Slack, GitHub, Salesforce (or other support ticketing system)
  • Linux, Windows & Networking infrastructure skills
  • 2+ years’ technical support experience or experience working in a technical role
  • Schedule for this role: Tues – Sat (Sun/Mon off)
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