IBM's Delivery Center in downtown Dubuque, Iowa is seeking Storage Technical Support Specialists responsible for applying expert analysis to provide support for problems and change tickets for storage systems. Incumbent assesses situation to determine problem facing the client. Problems are not routine or standardized and the creation of documentation explaining the solution to the problem is required. Responsible for implementing changes to the client’s environment. Incumbents are also responsible for mentoring and training other members in the pool.
Remote work is not available. Pager coverage and possible off shift coverage would be required. No paid relocation (candidates must either be located in Dubuque, or be willing to self-relocate to the area).
As a member of the Storage team, candidate will be responsible for the Management of Storage and related devices within a SAN. Candidate must have working knowledge of SAN fundamentals, SAN Fiber Switches, and SAN Storage Devices. Candidate will be expected to posses or gain knowledge of McData Fiber Switches, McData EFManager GUI, Brocade Fiber Switches, Brocade's GUI interface, CISCO fiber switches, CISCO's GUI interface, IBM DS8000, IBM TotalStorage DS8000 Storage Manager. IBM ESS Shark, IBM ESS Specialist, IBM FastT Storage. EMC Storage (Symmetrix, Clariion), Device CLI, and a strong plus would be System Admin AIX, Unix, and Windows skills. Candidate must also posses strong skills with Level-1 and Level-2, Level-3 support, Communications skills (written and verbal), customer facing, problem determination skills, and is a team player. In addition to Level 1/2/3, SAN Designer roles are required.
Primary Job Responsibilities:
Support problem and change tickets for storage systems support work involving problem determination and implementation of changes to storage devices, data backups, software, applications or network systems. The work consists of performing primarily routine and standardized sets of tasks. The work may involve a series of repeatable tasks and steps that are followed when addressing service needs or situations for a particular account.
Team members participate once or more a day in cadence discussion on team performance. These meetings are typically led by the primary pool manager or Dispatcher. They discuss issues or challenges, and receive trouble-shooting input /advice from other team members. They may also discuss team performance trends. Primary pool team members may also separately interact and exchange information with members of cross-pool teams.
High School Diploma/GED
At least 3 years experience in Storage Area Network management such as: switches, IBM storage products, EMC, HP, NAS, plus project coordination
At least 3 years experience in one or more of the following: installing, troubleshooting, operating, testing, planning and configuring relevant technologies
Associate's Degree/College Diploma in Information Technology
At least 4 years experience in Storage Area Network management such as: switches, IBM storage products, EMC, HP, NAS, plus project coordination
At least 4 years experience in one or more of the following: installing, troubleshooting, operating, testing, planning and configuring relevant technologies
Basic knowledge in LEAN methodologies
Basic knowledge in Maximo tool
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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