Customer Technical Support Representative

Customer Technical Support Representative

Summary : The main function of a Customer Technical Support Representative is to provide technical assistance to computer system users. A typical technical help desk specialist is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.

IBM Mainframe Computer Operator, Service Desk and 3rd shift experience required.

Shift is Sunday - Thursday 00 : 00 - 08 : 00 and role is onsite.

US Citizenship Required

Under general supervision, the Computer Operator is expected to perform the following tasks :

• Monitor and run z / OS operating systems using the z / OS master console. This includes monitoring online systems, CICS and TSO, running batch systems including restart / rerun procedures, performing
• scheduled work, and reporting and logging all batch production failures.
• Provide first line support for network troubleshooting, monitoring and reporting.
• Follow problem monitoring and escalation procedures
• Perform daily system checks
• Execute the ALECS batch schedules on a daily basis (may set or revise schedules as requested)
• Observes equipment and console control panels to detect operator messages, error indicators, faulty output, or machine stoppage
• Restart jobs as directed
• Document and communicate problems and issues that occur during the support hours in accordance with the defined procedures
• Review, troubleshoot, and respond to events reflected in various management tools
• Monitor the TIERS environment (i.e., up / down / alerts) and performance i.e., storage capacity and utilization)
• Escalate issues involving performance of the operating environment
• Perform "touch labor" maintenance functions as requested / scheduled through Work Orders and / or Incident Tickets to perform changes and installations per documented specifications (i.e., cable
• changes, rack mount components, verify operational, and escort 3rd party hardware technicians)
• Coordinate efforts with other work centers and personnel to resolve incidents or events related to systems and supporting infrastructure
• Supports additional customer systems and environments as required
• Perform help desk / call center tasks
• May perform clerical work incidental to operations such as labeling tape containers, maintaining production records, replenishing stock items, and distributing output materials

Education / Experience :

ABBTECH is an EOE / Minorities / Women / Disable Individuals / Veterans