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Senior Technical Support Representative

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Posted: April 16, 2019

Job ID: 16120

Job Description

The Hardware OS400 Support team is seeking an experienced Technical Support Representative that will be part of the OS400 Support team which provide Technical services for JHA's IBM I-based banking products.  The primary responsibilities of this 9-person team are upgrading processes, documentation, scheduling, training, and support. This role is responsible for working with customers IT administrators to provide advanced assistance for monitoring, modifying and maintaining IBMi systems for their desired acceptable availability, stability and response time. Using product knowledge provides a high level of service to resolve the customer's issue and restore the customer to fully functioning status while strengthening the customer-JHA relationship.

ABOUT OUR TEAM 

The Hardware OS400 Support team works with JHA customers with over 200 system administrators to support and maintain in-house IBMi power systems. In this role, you will troubleshoot, use support tools, identify or recreate customer issues and resolve in a timely manner. In addition, this team also completes assigned projects and tasks in conjunction with daily responsibilities. If you enjoy providing excellent customer service this role could be a great fit for you! 

The Technical Support Representative is available in Springfield and/or Monett locations only. 

MINIMUM QUALIFICATIONS:

  • Minimum of 5 years of technical support experience.  
  • Must be able to work a rotational on-call schedule including nights and weekends.

PREFERRED QUALIFICATIONS:

  • Bachelor’s or Associates degree in IT or CIS.
  • IBM iSeries/Power System I/AS400 experience highly preferred. 
  • Mimix experience or knowledge highly preferred.
  • PTF file experience.
  • IBM SAN storage experience.
  • IBM BRMS knowledge.
  • IBMi system value support, recommendations and implementation.
  • IBM hardware installation and troubleshooting of IBM hardware.  Ability to coordinate IBMi hardware break/fix replacement for customer system administrators when necessary.
  • Single-sign on(EIM).
  • EMC data domain virtual tape knowledge.
  • JHMenu Support IBM I transfers Experience.
  • Access Client Solutions Exposure.
  • Active Directory Experience.
  • Microsoft Office Skills (Word, Excel, PowerPoint, Outlook).
  • Instant Messaging Experience.  
  • Knowledge of printer, profile, device setup and support.
  • Knowledge of IBMi OS upgrades and PTF’s installation and troubleshooting.
  • Knowledge of Access Client Solutions support and installation.
  • Knowledge of file transfers functionality, setup and troubleshooting through JHA’s inhouse developed JHMENU Express file transfer program.
  • Knowledge of HMC (Hardware Management Console)-setup and troubleshooting; including LPAR and system setup configuration.
  • Knowledge of IBMi performance troubleshooting and recommendations, verification of I/O, memory and processor performance.
  • Knowledge of SSL (Secure Socket Layer)-setup and troubleshooting to encrypt TCP/IP traffic.
  • Knowledge of FTP-troubleshooting and setup of SSH for secure FTP transmission.
  • Knowledge of IBM SKLM/TKLM software that is utilized for IBM tape encryption security—perform install, upgrades and troubleshooting.
  • Knowledge of Citrix/Windows server.
  • Knowledge to create and maintain documentation that is provided to customer system administrators.
  • Ability to learn system migrations to new IBMi hardware.

ESSENTIAL FUNCTIONS:

  • Provides advanced troubleshooting in working with customers IBMi systems administrators on daily basis. 
  • Accurately assesses the customer's issue or problem.  Asks the administrators well thought out or detailed questions and carefully listens to their response to fully comprehend the need, product issue, and best avenue for resolving their problem.
  • Researches customer problems/issues to increase personal knowledge and familiarity with the supported product and to provide the highest level of support possible. Keeps current on most recent changes and/or upgrades.
  • Identifies and resolves application and service issues and any other questions that may arise.  Answers general application questions.
  • Provides appropriate personnel a precise understanding of user's issues when the problem needs to be escalated to a higher level.
  • Monitors incoming cases and emails and resolves in accordance with Service Level Standards (SLS).  Uses available support tools to assist the customer and/or recreate the issue.
  • Participates in training programs to continuously improve product knowledge and service skills.
  • May assist in training new employees or serve as go-to person for team members.
  • May manage hardware capacity and performance and assess hardware needs. Assists in performing technical assistance and solutions with administrator’s periodic recovery testing of DR plans and implementation.
  • Documents system procedures and policies and works with administrators on implementation and installation functionality. 
  • Provide System Administration services for customers to implement system enhancements (software and hardware updates) that will improve the performance and reliability of the system.
  • Provide installing, configuring and maintaining TCP/IP and networking on Windows/Citrix servers and IBMi Power Systems. Ability to create devices and troubleshoot. 
  • Participates in training programs to continuously improve product knowledge and service skills.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.

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