Technical Support Representative- Hybrid Cloud Services

Technical Support Representative- Hybrid Cloud Services at IBM in Boise, Idaho, United States Job Description Introduction A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you'll love your career at IBM. Your Role and Responsibilities Primary escalation point for System Administrators, Engineers, Service Desk, Leadership and Clients during their shift. Be an extension of management in passing down direction, policy, and vision. An individual who is role model to peers in both a technical and leadership capacity Ensure System Administrators are adhering to policies and best practices, including ticket handling procedures and ticket documentation requirements. Have a complete understanding of the job functions for a System Administrator, maintain a working knowledge of client procedures and escalations. The ability to properly address and handle conflict resolution with team members and third parties in a business professional capacity. Ensuring timecards are completed for the team and reviewing time off requests to ensure the business needs are not compromised. Knowledge of our clients' environments (cloud/on-prem) and ability to perform daily lower-level engineering tasks of system administration-related solutions for successful service delivery. Install new / rebuild existing servers and configure hardware, some peripherals, services, settings, directories, analyze storage requirements, etc. Develop and maintain installation and configuration procedures, templates. Contribute to and maintain system standards and documentation for IBM and our clients. Perform performance reporting to support capacity planning. Provides clear and concise communication to Management regarding opportunities, solutions and progress. A bridge builder with other Managed Services groups (Service Desk, Engineering, Apps, internal leadership, etc) providing excellent and timely customer experiences. Train new team members as well as train personally on new processes and support activities. Perform ongoing performance tuning, and resource optimization as required. Configure CPU, memory, and disk partitions as required. Required Technical and Professional Expertise 4+ years of experience in system administration with advanced knowledge in Windows, Linux, and networking. Experience in leading a team and possess the ability to mentor and manage other system administrators to continually improve their performance Strong interpersonal and communication skills; ability to train users in applications and operating system fundamentals and to write documentation for technical and non-technical users. Experience working with external clients to find solutions and handle new incoming workloads Production proficiency and work experience with one of the major Cloud Platforms: Azure, AWS, GCP, or IBM Cloud. Preferred Technical and Professional Expertise Intermediate experience with cloud, virtualization, and container technologies Experience with DevOps tool set and Agile methodology Experience in a production environment with Configuration Management using modern declarative tools. (Terraform, Ansible, Puppet, Jenkins, etc.) Be able to write Infrastructure as Code and manage using SDLC/DevOps practices Patching About Business UnitIBM Consulting is IBM's consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients' businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet. Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better. Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background. Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do. Are you ready to be an IBMer? About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world. Location StatementIBM offers a competitive and comprehensive benefits program. Eligible employees may have access to: - Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being - Financial programs such as 401(k), the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs - Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law - Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals - Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year. We consider qualified applicants with criminal histories, consistent with applicable law. 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