Park Place Technologies

Field Engineer

• Provide onsite system diagnostic and analysis support to customers within a geographical territory
• Respond to customers' system failures by way of computer hardware service, testing, diagnostic analysis, and systems analysis in accordance with their SLA
• Analyze software and hardware error logs, utilizing diagnostic and troubleshooting techniques
• Analyze, diagnose, troubleshoot and repair data center hardware (including mid- to high-end servers and storage devices)
• Follow customer specific repair procedures; assess current and future customer needs based on usage of the system
• Accurately complete and timely return audit forms, email replies, timesheets and expense reports
• Attend and participate in regularly scheduled team meetings

Field Service Engineer

Support Engineer

• Responsible for the implementation of customer projects for systems based on IBM i Power platforms.
• Ensuring that customer requirements are fully understood and implemented in accordance with the timescales defined by both the customer and the cloud provisioning team’s ROIs.
• Collaborating with SMEs from other technologies within the cloud provisioning team to provide accurate and comprehensible updates to the Project Managers and other stakeholders.
• Working with the Service Delivery Managers (SDMs) and the support teams to ensure the customer projects are accepted into service promptly.
• Providing accurate and complete information for the IBM i services provided to allow a smooth transition into production\live.
• Own project-related tasks and work with team members and customers to implement solutions for the IBM i platform.
• Deliver projects in line with customer requirements, project timelines, and deadlines set by Client Onboarding Specialists, including working outside normal business hours when required.
• Perform physical onsite installations of IBM Power servers; travel will be required.
• Complete IBM i system migrations using methods including tape, VTL, software replication, and storage replication.
• Support Client Onboarding Specialists by providing timely project updates and translating technical information into clear language for stakeholders.
• Work collaboratively with colleagues to streamline implementation solutions and document them for Acceptance into Service for the IBM i platform.
• Provide SME-level input to Technical Pre-Sales on prospective solutions being designed/scoped.
• Liaise with the Infrastructure team to ensure capacity requirements are communicated in a timely manner.
• Deliver efficient and effective support to internal and external customers, including resolving issues escalated beyond lower-tier support and attending customer sites as required.
• Act as senior advisor for customer escalations, and technical planning discussions.
• Support presales and solution discussions requiring IBM i technical.

Technical Support Engineer – Level 4

Account Manager

• Partnering with Sales, Presales and Customers for input to the SOW, edits and finalization to ensure Solution Delivery outcomes are understood and achievable.
• Development of scorecard for services.
• Defining the specific Hypercare activities to ensure a quality-based handover from onboarding to Managed Services teams are completed effectively.
• Based on site with the customer during onboarding and Hypercare phases of the contract supporting both the customer and the managed services teams.
• Daily account monitoring.
• Weekly / monthly technical operation report production including trends.
• Monthly technical trending report production with treatment / advisory outputs.
• Quarterly technical business reviews.
• Technical best practice advice and recommendations.
• Root cause and incident management reviews.
• Reviewing environment configurations, documenting optimization opportunities, and driving implementation following appropriate change control processes.
• Creating, editing and providing updated account documentation.
• Monitoring and reporting financial performance to SOW and driving improvements to critical measurements.
• Leading Service Improvement Activities (SIP), RCA/PIR and action item completion through Customer and PPT resources.
• Ownership of the change control process governance.
• Any other tasks and activities pursuant to the role.

Technical Account Delivery Manager

Software Engineer

• Lead development of Microsoft Dynamics 365 CE solutions
• Build D365 CE forms, screens, and views
• Customize business logic with client-side scripting and plug-ins
• Develop integrations between D365 CE and other systems
• Participate in all phases of SDLC
• Mentor junior team members and lead training

Field Service Engineer

Technical Support Engineer – Level 4

Technical Account Delivery Manager

Microsoft Dynamics CE Developer