Services Technician - IBMi

Requisition Number: 96701 

BASIC FUNCTION

Position Overview

The Services Technician role will be responsible for monitoring, administration, and break/fix support of client’s managed appliance. You will be working with a team of IT professionals in delivering 24x7 IT support services to clients across different industries. The Services Technician will utilize his knowledge, skills and abilities to resolve client’s issues with respect to agreed SLA, participates in improvement of our current processes and utilize our plethora of tools and systems.

What you’ll do at Insight

• Monitoring and administration of servers infrastructure

• Perform triage and analyze tickets
• Perform general remote trouble shooting and attempts to resolve client’s issue based on technical knowledge, SOPs and expertise within agreed upon SLAs
• Complete scheduled intermediate level maintenance, management and network administration activities on servers, network devices or other configuration items managed
• Escalates issues to higher tier of support. Collaborate with Engineers to determine the effective course of action
• Respond to phone calls, chats or self-service customer touchpoints and assist clients for any issues that occurred (server, network, vpn, application etc.)
• Participate in improving process and knowledge base articles
• Other duties or task may be assigned from time to time
• Reports directly to operations/shift Team lead

What you’ll need to join Insight

• Bachelor’s degree Focusing on IT, Computer Engineering and other related studies, from four-year College or University
• At least 5 years of related work experience in a NOC or equivalent environment supporting IT infrastructure which includes administration, support and implementation of servers, networks, databases and storage assets. Remote troubleshooting experience, required
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives
• Strong written and verbal English communications skills
• Able to successfully manage multiple priorities
• Strong commitment to company values and operating principles
• Solid knowledge and experience supporting servers. Preferably, IBMi AS400 technology
• Monitoring experience is required
• Server virtualization fundamentals
• Other technical skills and experience in one or more of the following technology areas:
  • Application troubleshooting background
  • Background on Logical Partitions
  • Networking background or knowledge
  • Back-up storage process background
• Familiarity with ITSM concepts and experience with ticketing systems
• Experience working with remote access tools and understanding of security protocols compliance
• Industry recognized certifications. ITIL, IBMi technology certificates, others
• Experience supporting or working in an Enterprise and/or Global Managed Services environment
• Knowledge and experience with cloud technologies

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.