IBM i Operator II - Remote - FS420

Fresche Solutions • Franklin, MA

23d • Remote

About The Position

At Fresche Solutions, we offer great work-life balance with flexible hours. You can work anywhere in North America — either from your home or in one of our offices — the decision is up to you. WHY JOIN FRESCHE? We believe in leading our industry, we believe in innovation, and we believe in delighting our customers — guaranteeing their success and ensuring that 100% of our customers are referenceable. Our distinct company culture makes us a top employer, as well as a premier choice for our customers for the last ten (10) consecutive years. We work hard to ensure that our values permeate the company and are reflected in everything we do. Whether it be in setting priorities, defining ideas, or carrying out processes, we are committed to ensuring that the following values are manifested at all levels of our organization. The IBM i (AS/400) Operator II will support our Cloud and Managed Service clients. The successful candidate for this position must have experience with IBM i support and operations, functions, and strong technical troubleshooting skills. This is a full-time remote position with rotating shifts. We offer fantastic benefits.

Requirements

• Minimum 2 years of IBM i operations experience.
• Participate in after-hours escalations and 24x7 on-call shifts as scheduled.
• Follow company security policies, processes, and procedures.
• Experience with Microsoft Office products.
• As we handle sensitive client data, a background check is required.
• Ability to work in a fast-paced, cross-functional dynamic environment.
• Willingness to ask questions during uncertainty.
• Excellent written and oral communication skills.
• Experience in a client service role, working directly with clients.

Nice To Haves

• Bachelor's degree in computer science OR 2 years of related experience.
• Familiarity with ROBOT (Fortra Products).
• Relevant industry-recognized certifications.
• Experience with monitoring platforms such as Halcyon.
• Experience with Intel systems, Windows Server, and VMware.
• An understanding of the network OSI model.
• Knowledge about external storage in an enterprise environment.
• Experience with Microsoft Visio.
• Awareness of the ITSM service provider framework.
• Experience with ticketing systems such as Salesforce Service Console and Jira.
• Past managed service provider experience.

Responsibilities

• Provide excellent client service.
• Manage and review user profiles, reset passwords, and manage authority levels.
• Monitor and respond to the System and QSYSOPR message queue.
• Monitor Job Scheduler. Respond to normal/abnormal system and job alerts.
• Monitor and review CPU, memory, and disk utilization performance reports.
• Printer management includes adds, deletions, and network configs.
• Verify scheduled backups complete successfully.
• Configure and maintain backup schedules and resolve backup failure events.
• Conduct client-requested save/restore activities.
• Manage system objects: Subsystems, job queues, output queues, etc.
• Maintain and continuously update runbooks and knowledge base articles.
• Assist in preparing incident reports for internal and external communication.
• Monitor and maintain device configurations (printers, controllers, lines, etc.)
• Configure, maintain and troubleshoot communications to/from the iSeries.
• Receive application messages and follow runbook or escalate.
• Perform IPLs on systems and confirm start/completion times.
• Participate in and/or perform PTF installations.
• Participate in disaster recovery failover testing.
• Monitor the system service agents and ensure cases are created.
• Recognize, prioritize, and track cases based on SLA and operational impact.
• Resolve assigned support tickets and alerts to enhance client satisfaction.
• Categorize issues for escalation to appropriate technical teams.
• Track and update cases using Fresche's ticketing system.
• Provide escalation status notifications for service-impacting events.

Benefits

• Premium benefits package including health, dental, vision, and 401K with company match.
• Advanced tools and resources, with company provided technology stack.
• A culture of innovation and collaborative teams driven by client successes.
• Fully remote role with minor (5%) travel required to client and/or partner locations.
• A permanent remote work policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees