General Description OF Responsibilities

• Provide support for customers in a courteous and efficient manner
• Ability to work independently on projects with minimal supervision
• Procure and troubleshoot hardware issues, install and troubleshoot software issues
• Redirect problems to correct IT resources as needed, inform IT management of recurring problems
• Resolve user access issues, escalate where appropriate
• Enter detailed information for each issue into issue tracking system (TrackIT)
• Monitors IBM Power i System, system jobs and connected devices to quickly identify problems or errors
• Implements system enhancements (software updates) that will improve the performance, security and reliability of the system
• Implements and monitors corporate security policies
• Manage data access and data permissions as well as user and system accounts
• Documents and implements system procedures, policies and events
• Supports backup and recovery procedures
• Performs periodic recovery testing of DR plans
• Interact and negotiate with vendors, outsourcers, and contractors to secure products and services
• Assists in the evaluation of related hardware and software products as appropriate
• Manage, maintain, and optimize software and hardware license and maintenance contracts with vendors
• After hours operations support, general business support calls
• Additional related functions/duties as assigned

work experience requirements

• Excellent verbal and written communication skills
• Ability to establish and maintain positive relationships with IT and non-IT personnel at all levels of the business
• Ability to work independently and as part of a team
• Provides coaching to operators
• Skilled problem solver
• 5+ years’ experience implementing or supporting IBM Power i System
• Able to participate in on-call rotation to provide assistance during after-hours to support business and operations. Available to support less experienced operations staff after-hours.
• Working knowledge of basic IBM Power i System operation and administrative functions
• Experience supporting a tier 1 ERP system (Oracle, SAP or JD Edwards (preferred))
• Experience with Citrix
• Must adhere to established SOX policies and standards including security and change management
• Able to use Office products (Excel, Word, Power Point, Access, Project, Visio)

Working knowledge of the following 3^rd-party applications and tools:

• HelpSystems PowerTech
• HelpSystems SEQUEL ViewPoint
• HelpSystems ROBOT – Alert & Schedule
• Allout Security SOXLOCK
• Applied Logic FEU Pro
• Gumbo Spoolmail
• ICS FormSprint
• Input Technologies Netmail
• Softmenu
• TL Ashford Barcode 400
• Unicom Software Turnover
• MIMIX

education requirements

• High school education or GED required
• Bachelor’s Degree or college coursework/formal Technical training in computer science field preferred
• Specific IBM Power i System 3^rd-party software training desired