Responsibilities:

• A key technical role, you will be providing 1st line global support to both hardware and software on the iSeries platform. You will also be responsible for 1st line incident management on iSeries operating environment and iSeries infrastructure 1st line support commitments, looking above and beyond the iSeries when troubleshooting and understanding the architecture surrounding the platform. This role will require an enthusiastic individual able and willing to respond to all 1st level incidents/cases.
• Responsibilities:
• HARDWARE – Upgrades – Migration 3
• SERVICE REQUEST & CALL LOGGING
• -library and object restores 1
• -Authority changes 1
• -Saves – adhoc requests/overnight backups daily checks/HMC backups 1
• -Authorities – Change/remove/update ownership and authorities 5
• -Deletes (library and objects) – adhoc requests via service desk 5
• -User profile/Passwords – Adhoc requests 1 create/change/enable/disable/remove 5
• -Media duplication 5
• -System checks – Availbility/disk utilisation/comms/performance 4
• -PTF’s – Ordering/downloading/installing/applying 3
• -Management of service desk call queue. 5
• -Ability to log calls with 3rd party (IBM) and ensure they are followed to completion. 5
• DISK MANAGEMENT (ensure disk utilisation is at an acceptable level and how to reduce disk utilisation when required). 3
• ELECTRONIC CUSTOMER SUPPORT (ordering of PTS’s etc). 2
• HMC MANAGEMENT 4
• LPAR – Partition management, resource sharing 4
• ITIL SERVICE MANAGEMENT 4
• CL CODING is advantageous 3
• PERFORMANCE MONITORING/ SYSTEM TUNING 2
• OFFSITE STORAGE 4
• DISASTER RECOVERY 3
• SECURITY – SECOFR experience a must 5
• TAPE MANAGEMENT – off-site storage and rotational understanding. 3
• DOCUMENTATION. – Good documentation & communication skills required 5
• Priority 1 to 5. 5 is required, 1 is ideal to have.
• Key performance areas:
• Ensures calls are logged, assigned and resolved in a timely manner
• Ensures call resolution adheres to Service Level Agreement
• Reduces standing totals in iSeries helpdesk call queues
• Fully conversant with current and future OS/400 platforms

Requirements:

• Bachelor's/College Degree in computer related course,
• At least 3 years' relevant work experience, ideally gained from a multinational environment,
• Detailed knowledge of the iSeries / i5 platform and operating systems (V5R3 and V5R4), Conceptual understanding of current IT technologies.