Follow triage, assign and escalate within SLA.
Engage with customers via phone, in person, portal, and ServiceNow to resolve issues.
Install hardware upgrades and replacements.
Support complex environments across virtualization, backup, network, and storage.
Provide network, OS, SAN storage, firewall, DNS, server, and VM support.
Document all customer communications and maintain SLA adherence.

🎯 Requirements

3-5 years in technical support focusing on system administration or networking.
Intermediate knowledge in IBM i, Windows, Unix, or Linux server OS.
IBM operations for scheduled jobs and tasks.
Virtualization: VMware, Nutanix AHV, or HyperV.
Server hardware (Dell, HPE, Lenovo, etc).
LAN/WAN networks: Cisco, Juniper, Arista.
Firewalls: Palo Alto, Fortigate, Cisco ASA.
Databases: MySQL, MS SQL, MongoDB.

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