Backup Administrator-Level 1 Technician

    • Columbia, MO

Introduction
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.  Sound pretty important?  Absolutely!  You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.

Your Role and Responsibilities
-Meet ITAR US Persons
-Required training: ITAR Certification, RS Common Account training (include HIPAA and Security Awareness), B&R Global Process
-Meet customer specific background checks
-Provide Technical Support for global customers and partners (e-mail, phone calls, ticket updates)
-Monitor backup job performance and backup infrastructure
-Support Backup and Recovery software platforms (TSM, NBU, VSR and other legacy platforms)
-Support service provisioning activities, including: Service starts, stops, suspends, etc.
-Working with Netcool alerts (associating to tickets, creating new tickets, clearing false alerts)
-Working with mediation billing system in reference to service requests
-Perform customer initiated Restore requests
-Works with tickets dispatched by Shift Leader /Manager
-Ensure SLA/SLO's are met
-Pro-actively solve issues with backups and restores
-Provisioning standard service requests on every supported platform
-Performing peer reviews for provisioning
-Taking part in calls with partners/customers regarding technical issues or requests
-Taking part in calls with partners regarding provisioning service requests for particular customers
-Configuring policies/groups for backups basing on service requests
-Adding/removing hosts from policies/groups basing on service requests
-Filling and updating Shift Report.
-Investigating and resolving incident tickets.
-Addressing e-mails from the shared Tier 1 Mailbox
-Performing Restore and Backup on Demand requests
-Performing warm transfer escalation to L2 for outages and critical issues
-Working with Avaya phone management system
-Documents work in work tracker document

Required Technical and Professional Expertise
-1-3 years Linux / Unix Experience
-1-3 years Microsoft Server Experienced
-Basic Networking Knowledge
-Written and Verbal Communication Skills
-Ability to work either a 7:30 AM-7:30 PM or 7:30 PM-7:30 AM schedule

Preferred Technical and Professional Expertise
-Disk / Tape Storage Experience (EMC Data Domain, Storewize, TS3500, etc)
-Veritas Netbackup (v7.x, v8.x)
-TSM Spectrum Protect / TSM for Virtual Environments
-Commvault
-Veamm (not currently deployed in restricted environment)
-Tivoli Netcool

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
US Citizenship required.

Being You @ IBM
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

IBM researches, develops, manufactures, and markets technology products ranging from mainframe computers to cognitive solutions, always with a core drive to innovate and explore new fields.

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