IBM Employment Portal Vacancy for Server Support Professional

Server Support Professional

Job ID ITD-0404097 
Job type Full-time Regular
Work country Australia 
Posted 02-May-2011
Work city Canberra 
Job area IT & Telecommunications (non consulting)
Travel 10% travel annually 
Job category Technical Services
Business unit ServSysOps 
Job role Systems Administrator
Job role skillset Windows
Commissionable/Sales-Incentive jobs only No

Job description
Intel Server Support - Canberra
Provides a varied set of Intel Server Support services.The IT Specialist is primarily responsible for the day-to-day problem solving of the server fleet. You will be striving for highest level of availability of the managed server fleet, ensuring that anti-virus, security, and requested daily functions are completed successfully within agreed Service Level Agreements


Duties and Responsibilities
The 3rd level Server Support personnel reports directly to the Team Leader then to the 1st line Management.
• On-call 24x7 must be factored when considering this position 
• Candidate must hold Australian Citizenship 
The consultants are accountable for the achieving BAU and Project deliverables according to assigned duties. 

Professional Responsibilities and Duties
Server Operations Maintenance
• Perform daily / weekly / monthly checklists
• Proactive server up / down monitoring and actioning - to ensure high availability of all servers
• Proactive server disk space management – remedy low disk space problems before users are impacted
• Proactive alert monitoring and follow-up – view server alerts daily and take action to prevent reoccurrence of the errors reported
• Suggest or recommend operating system and hardware patches / fixes / updates ahead of time – based on any knowledge you may acquire or in response to known problems
• Review and close all issue / problem managed records as per Service Level Agreements
• Analysing technical problems and creating solutions involving the use of existing techniques and/or tools
• Performing assigned tasks in accordance with established standards and guidelines
• Preparing and recommending technical alternatives involving technology, methodology, tools, processes and solution components
• Challenging the validity of given procedures and processes with the intent to enhance and improve a customer solution
• Liaising with relevant support teams
• To be innovative in developing new / improved service opportunities, competencies and offerings
• To assume higher roles and responsibilities if and when required

Change / Problem / Service Request Management
• Ensure Change records are raised, updated and closed within nominated SLA timeframes 
• Ensure Problem records are restored, resolved and closed within nominated SLA timeframes 
• Ensure customer initiated Service Requests are actioned, updated and closed within nominated SLA timeframes 
Organisational Responsibilities and Duties
• Completion of time recording into Claim on time each week.
• Adherence to IBM change process, no unauthorised changes, timely closure of completed changes
• Adherence to Problem management:
• Put updates into problem record in timeframe required to meet SLA
• Completion of RCA’s and Post review follow up action items.
• Post review & follow up of action items within timeframe.
• Adherence to IBM Business Conduct Guidelines
• Adherence to IBM (& customer) security policies (includes clean desk) 
• Care of assets assigned to you & their security (you are personally responsible for all IBM assets assigned to you). 
• Timely completion of expense claims (WWER) & management of your corporate charge card – if applicable to your role

Desired Experience 
• W2K3 or 2K8 certified 
• Citrix 4 or higher experience 
• Windows Active Directory
• TSM (MSS) Backup and Restore 

Technical Skills
Active Directory, Microsoft Windows 2000/2003/2008 Server and VMWARE
Citrix
Group Policy
Scripting
Perform recovery of Servers

Non Technical Skills
Customer- oriented, focus on the overall delivery of service
Communicate (verbally and written) with users, peers and superiors
Fast learn and work independently

Required
Bachelor's Degree
English: Fluent
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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