Job Opp: Technical Specialist (IBM i)

Mid-Range is a privately owned, Canadian company headquartered in Markham, Ontario. Established in 1988, Mid-Range has grown from three founders to a full-time staff of over 70+. The company provides 24/7/365 multi-platform I.T. private cloud and hybrid environments as well as professional services, colocation, hosting, and managed services. Mid-Range is an IBM Platinum Partner for hardware, software, and services and partners with Lenovo, Microsoft, VMWare, and Veeam, Precisely, Rocket and others. We also provide field services for these vendors’ products and services. In addition to the above Mid-Range owns and operates 2 raised floor data centers in the GTA. We have an end-to-end Oracle JD Edwards practice that is second to none.

Deliver technical support and services to Mid-Range Managed Services customer systems in accordance with their contracted agreement.  This position also provides support and services to internal Mid-Range systems which operate on a similar OS platform and require similar expertise.

Duties and Responsibilities

General Operations

• Monitor system health checks on customer and internal systems, in accordance with established procedures and services documentation (including checklists, system log sheets, etc.)
• Ensure appropriate action is taken on any problems found or tolerances exceeded, i.e. customer notified, ticket assigned and the correct person has ownership.
• Perform backup and recovery operations, tape handling, and movement between datacentre sites as required
• Maintain health and configuration of systems, including those which provide monitoring and alerting. Evaluate, recommend and install PTFs and Operating System updates as needed
• Maintain documentation including contact and system information, procedures, checklists, and system logs
• Regularly and timely completion of internal and customer reporting duties as assigned. This includes time, expense, status, and services reporting.
• Follow all procedures. Advise management/team when procedures are lacking or obsolete, or not properly followed.
• Create or update internal procedures and work instructions as required.
• Contribute to a positive working environment.
• Ensure our success by focusing on customer satisfaction and confidence in the Mid-Range Services you provide.
• Share knowledge with others.

Support Responsibilities

• Monitor systems, inbound e-mails, and ticket queues.
• Respond and provide support to inbound customer requests, problem reports, assigned tickets, and alerts. Ensure our response is within the established service level.
• Escort clients to the datacentre as required, ensure security policies and procedures are properly followed
• Provide ‘eyes and hands’ at customer equipment as requested. This may include repowering equipment, mounting media, verifying cable connectivity.
• Ensure a ticket is open for each support or request activity. Monitor and maintain ticket queue, assign tickets as needed. Ensure open tickets are followed up and customer updated on our progress.
• Promptly escalate tickets to other members of the team, senior staff, and Management as needed. Ensure Managed Services leadership is directly aware of any customer service outage.
• Participate in on-call support and shift hours/days rotation as scheduled

Project Support and Special Duties

• Provide support to and participate in Disaster Recovery testing as assigned.
• Perform planned project work at customer sites as assigned.
• Assist facility and customer staff with unboxing, staging, and physical mounting of new equipment into the datacentre or unracking and decommissioning of equipment from datacenter as available.
• Carry out other duties as assigned.
• Perform after-hours and weekend work as required.

Required Qualification-Knowledge, Skills, Abilities, Education, Experience

Qualifications

• 5+ years of experience in Operations / Support of IBM Power, IBMi AS/400 systems
• Proven experience working in a customer-supporting role
• Working knowledge of IBMi hardware, tape libraries, Virtual Tape Libraries (VTL)
• Proficiency in performing installation of OS upgrades and PTF’s
• Experience working with LPAR’s and HMC
• Familiarity working with IBM VIOS and SAN infrastructures is a definite asset
• System backup and recovery concepts (BRMS expertise would be an asset)
• Basic system security and networking concepts
• File and database management concepts and journaling
• Experience Managing data replication and IBMi High Availability an asset
• Experience with ERP applications would be an asset (eg. JD Edwards)
• CL programming an asset
• Demonstrated ability to create and maintain documentation
• Ability to attain a government security clearance.

Education

• University Degree / College Diploma or equivalent work experience.
• Certifications related to the above qualifications would be beneficial.

Soft Skills Required

• Strong interpersonal and communication skills
• Superior customer relations and customer service orientation
• A positive attitude is a must

Mid-Range offers a competitive compensation package including a benefits plan.

Mid-Range welcomes and encourages applications from people with disabilities.  Accommodations are available on request for candidates taking part in all aspects of the selection process.

Please forward your resume in confidence to: hr@midrange.ca . Only those being considered for an interview will be contacted.

No recruiters at this point, please.