Support Engineer Microsoft managing and improving Windows client infrastructure for a leading IT service provider in Europe.
About the role
- Technical Support Engineer in Broadcom’s Mainframe Software Division providing omni-channel customer support for product suites and resolving complex problems.
Responsibilities
- Providing omni-channel support for complex questions/problems for product suites to ensure our customers achieve their desired business outcomes.
- Delivering a superior customer experience by exhibiting our core principles of empathy, expertise, value, and speed to ensure our customers are able to use our products efficiently and effectively.
- Maintaining a professional attitude and utilizing technical expertise in order to resolve problems quickly and effectively.
- Acting as a first-level interface with customers when problems/questions are identified with Broadcom Software.
- Requesting documentation for review and analysis to determine the problem and provide applicable maintenance to resolve the problem(s) if available.
- Efficiently utilizing available resources to review and analyze the documentation when it is sent by the customer.
- Uploading the logs, dumps, and other documentation to the mainframe for review.
- Attempting to recreate the error(s) on available mini systems, if the problem has not been previously reported or no maintenance currently exists.
- Engaging Sustaining Engineering (SE) to further analyze the data when necessary.
- Obtaining advice on possibly providing an existing fix.
- Allowing SE to create a resolution and provide to the customer.
- Handling multiple cases efficiently and provide clear communication to colleagues or SE to prevent issue aging before a resolution is found.
- Following documented guidelines for case hygiene to provide clear, concise, and timely updates.
- Acting as a teammate and collaborating with colleagues to provide efficient, continuous coverage when necessary.
- Uploading documentation and maintenance to cases for colleagues when necessary.
- Constantly striving to expand product knowledge through strengthening of analysis, formal learning opportunities, and self-study, when available.
- Keeping abreast of technical and environmental changes, and tools to strengthen analytical skills.
- Writing, revising, or archiving knowledge documents as needed and providing to customers when appropriate.
- Coaching and assisting less-experienced team members to become more self-sufficient and confident in their role(s).
Requirements
- Bachelor's Degree or global equivalent in Computer Science or related discipline
- Technical and professional certifications as applicable to the position.
- Typically 8+ or more years of related professional experience in a Mainframe environment working in Software Support or Systems
- Proficiency in z/OS mainframe environment
- Experience with z/VM Operating System, System Administration and Configuration
- Strong foundation in z/VM configuration
- Knowledge in Assembler language
- Some experience managing and supporting Linux VMs in a z/VM environment
- Knowledge of Mainframe Architecture and Operations
- Experience with SMP/E , z/OSMF , USS (Unix System Services), TSO/ISPF, S DSF, IPCS and other z/OS utilities
- Experience working with and knowledge of TCP/IP concepts and basic networking including FTP and Telnet processing
- Experience working with and knowledge of VTAM and TN3270 session management
- JCL knowledge for job submission, troubleshooting, and batch processing
- Experience with REXX, CLIST, or similar scripting language
- Experience working in production mainframe environments
- Ability to diagnose and resolve technical issues related to z/OS
- Knowledge or familiarity with Broadcom Mainframe Products, in particular NetMaster, SOLVE:access, and VM:Manager Product Suite
- Familiar with IBM's VMSES/E, the VM:Manager products are VMSES-based installs and serviced using VMSES
- Knowledge of guest operating systems supported by z/VM such as Linux, z/OS and z/TPF
- Understanding of security concepts, security features within z/VM and security best practices
- Ability to diagnose and resolve technical issues related to z/VM
Benefits
- Medical, dental and vision plans
- 401(K) participation including company matching
- Employee Stock Purchase Program (ESPP)
- Employee Assistance Program (EAP)
- Company paid holidays
- Paid sick leave and vacation time
- Paid Family Leave and other leaves of absence
Job title
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