Park Place L3 Senior Support Engineers serve as key members within the technical support organization and are responsible for several important functions within the support group:

Provide high level of expertise to support customers and local field service staff. Research, develop and provide training for hardware maintenance and product support. Provide support to sales and management.

L3 Senior Support Engineers are crucial to the success of service operations company wide. These engineers have a high degree of success with timely accurate problem resolution and are looked upon as leaders for the various technical areas they represent.

What you’ll be doing:

Technical support:

Provide technical expertise and experience to supplement local field staff’s ability to perform their duties at the customer site, including replacing failed components and all other service procedures. Work on daily escalations from the field and customer base and have the ability to multitask on multiple escalations when needed. Assist in complex site audits and sparing recommendations. Help deliver “call home” remote notification, or remote monitoring. Investigate innovative methods to enhance service delivery.

Training and R & D support: 

Perform research and development on new equipment for maintainability and ensure that field and other staff can effectively support the equipment under contract. Develop and deliver internal training classes for field staff and other PPT personnel. These classes are designed to reduce training costs company wide and facilitate successful service at all levels. Develop tools and content within the corporate intranet to deliver technical services.

Sales and management support:

Review proposals for potential issues with firmware patches, hardware requirements and compatibility issues. Interface with customers during conference calls and technical assessment meetings.  

MINIMUM QUALIFICATIONS:

10 years’ experience on IBM I / P / Z series and storage products including DS series, VTS, tape libraries, Flash Systems, and Storwize. Must demonstrate expert level product knowledge. L3 Senior Support Engineers are required to be in a 7x24x365 call rotation or assigned to dedicated shift hours. Must be flexible to work outside of core business hours where business needs require. Previous experience working with maintenance services and delivery. Must have strong written and verbal communication skills to manage clients and field engineering, including the ability and confidence to deliver customer facing presentations. Ability to mentor others and to work in and with remote teams.

 

PREFERED QUALIFICATIONS: 

High level of expertise in current IBM I / P / Z series and storage hardware products. Software experience in AIX, OS400 and ZOS, Storage GUIs and TSM Experience installing I / P firmware and Z series MCLs.

What we’re looking for:

5+ years’ experience with system installation, upgrades, and hardware Field Replacement Unit (FRU) procedures of products assigned. Background in engineering, service and support required. Strong interpersonal and communication (verbal and written) skills required, including strong telephone etiquette. Ability to understand and navigate technical situations with strong problem-solving skills. Productive with minimal supervision and possess excellent time management skills. Working knowledge of the specific OEM operating environments for the assigned products you will be supporting, including all relevant diagnostic tools and utilities. Experience working in a professional and consultative manner with customers, management, and platform vendor support requirements. Ability to work under pressure with calmness and composure. Ability to thrive in a team environment where resolutions may require a group effort.

Education: 

Bachelor’s Degree Required

 

Travel: 

< 10%

 

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

 

Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

 

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.