IBM Enterprise Storage Support Engineer

We are currently seeking additional highly experienced and skilled Senior Engineer to join our IBM team. At Top Gun Technology the Senior Engineer will provide L3 technical expertise and experience to supplement local field staff’s technical ability as they perform their duties in the field.

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Top Gun Technology’s Advanced Engineering Group and their L3 senior technical support engineers are crucial to the success of service operations company-wide. These L3 engineers typically have many years of product experience/expertise and a proven high degree of success with timely accurate problem diagnoses and resolution. These individuals are leveraged as thought leaders for the various technical areas they represent; and as such, are called upon to provide product leadership in regard to new product development, steady-state support and provide ongoing training.

Regions: All Regions

Essential Functions

  • Experience in providing support for ANY of these IBM Enterprise Storage platforms and their consoles:
    • DS8900, DS8880, DS8800 and DS8870
    • FlashSystems
    • Storwize
    • TS7700 Tape Storage
  • Must have direct in-depth knowledge of diagnostics, tools and utilities to facilitate remedial service and assist Field Service in meeting contractual customer SLAs.
  • Must be able to manage the client and field engineering, exhibiting excellent communication skills, as well as securing client confidence in Top Gun Technology to maintain their mission-critical hardware assets.
  • Interface directly with the client’s high-level crisis escalation management teams.
  • Will be client-focused and client-driven to deliver the utmost customer service.
  • Able to travel to and from client sites, as required.
  • Able to thrive in a team environment where resolutions may require a group effort and end-of-shift workload turnover is required and seamless to our clients.

Preferred Qualifications:

  • Experience with the enterprise hardware maintenance (“break/fix”) services business.
  • Strong oral, written and interpersonal communication skills to work effectively with internal and external customers.
  • High level of expertise on enterprise storage hardware as well as a solid understanding of the environments in which they may be deployed.
  • Experience with system installation and hardware/FRU replacement procedures.
  • Solid problem-solving skills where problems may be complex or hard to diagnose.
  • Possess the ability to be persuasive with customers, keeping “customer satisfaction,” as a guiding factor.

Interpersonal skills:

  • Strong telephone etiquette skills ensure constructive, professional relationships with colleagues and customers. Active listening and written communication follow-up are just as necessary to know how to tactfully communicate directions. A “client first” attitude is inherent in every step an engineer takes.

Working Conditions or Additional requirements:

  • The IBM Enterprise Storage Support Engineer is required to be in a 7x24x365 call rotation and able to travel to and from client sites as required.

Compensation & Benefits:

  • Base Salary
  • Health, Dental and Vision
  • 401K

Top Gun Technology is an equal opportunity employer. Authorization to work in the U.S. is a precondition of employment.


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