Systems Service Representative (SSR)

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You'll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your role and responsibilities

As a Systems Services Representative, you will be responsible for on-site installation, maintenance, and repair of IBM and multi-vendor systems and components. You will serve as the on-site technical interface to clients for the completion of on-site tasks, delivering services as required by the client. Your primary responsibilities will include:

• Perform On-Site Installation and Maintenance: Install, maintain, and repair IBM and multi-vendor systems and components, including hardware, networking products, and associated firmware, at client sites.
• Deliver Client-Facing Services: Provide preventive maintenance, basic configuration, and perform service activities such as systems assurance, installation planning, and account management to ensure high client satisfaction.
• Manage Client Relationships: Develop and maintain a thorough understanding of IBM's technical support strategy and articulate it to clients, while identifying new services opportunities to protect the revenue base.
• Maintain Accurate Records: Keep complete and accurate customer records on the Cognitive Support Platform and other relevant tools, providing accurate estimations on active work orders.
• Collaborate with Clients: Interact with customers using strong interpersonal skills to deliver services and support client needs.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

IBM seeks to hire a TS/SCI FS/Poly hardware computer technician:

• Exposure to Hardware and Networking Products: Familiarity with installing, maintaining, and repairing hardware, networking products, and associated firmware.
• Experience Working with Multi-Vendor Systems: Knowledge of IBM and non-IBM systems and products, including Lenovo, NetApp, Teradata, Cisco, and others.
• Understanding of Technical Support Strategy: Basic comprehension of technical support strategies and ability to articulate them to clients.
• Familiarity with Service Delivery Tools: Exposure to tools such as the Cognitive Support Platform for maintaining accurate customer records.
• Basic Configuration and Maintenance Skills: Ability to perform basic configuration, preventive maintenance, and service activities for systems and products.

Preferred technical and professional experience

• Familiarity with Industry-Leading Vendors: Exposure to Lenovo, NetApp, Teradata, Cisco, and other multi-vendor systems and components, including hardware and networking products.
• Understanding of Technical Support Tools: Basic comprehension of service delivery tools such as the Cognitive Support Platform for maintaining accurate customer records and providing technical support.
• Knowledge of IT Service Delivery: Exposure to on-site installation, maintenance, and repair of IBM and multi-vendor systems and components, including hardware, networking products, and associated firmware.