Systems Service Representative

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 System Services Representative for IBM Storage, you will be responsible for on-site installation, maintenance, and repair of IBM storage equipment, as well as performing services activities such as Technical Delivery Assessment and installation planning. You will work closely with clients to deliver high-quality technical support and operational services. Your primary responsibilities will include: • Perform On-Site Installation and Maintenance: Install, maintain, and repair IBM storage equipment at client sites, ensuring timely and effective delivery of services. • Provide Technical Support: Identify and resolve incidents related to installation, update, configuration, operations, or performance, and advise on potential resolutions and their implementation. • Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure client satisfaction. • Deliver Client-Facing Services: Provide onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments, and manage critical situations until problems are resolved. • Maintain Technical Expertise: Update Digital Technical Certifications and participate in Soft Skills trainings to provide outstanding IBM service to clients.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

• Exposure to IBM Storage Equipment: Familiarity with installation, maintenance, and repair of IBM storage equipment, including understanding of associated software and operating systems.
• Experience with Technical Delivery Assessment: Knowledge of installation planning, account management, and systems-level problem determination for IBM storage equipment.
• Understanding of IT Engineering: Basic understanding of general electric and information technology engineering principles, including installation, customization, operation, recovery, and tuning.
• Familiarity with IBM Tools: Exposure to IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics for driving automation and improving effectiveness of client operations.
• Certification in Digital Technical Solutions: Possession of Digital Technical Certifications or willingness to obtain them, demonstrating proficiency in HW and SW solutions.
• Must possess and have the ability to maintain TS/SCI Clearance

Preferred technical and professional experience

• Familiarity with Hybrid Cloud: Exposure to Hybrid Cloud client environments, including infrastructure services, maintenance, and consultancy.
• Knowledge of IT Service Delivery: Understanding of technical support strategy and ability to advocate for IBM's technical support approach.
• Exposure to Technical Sales: Familiarity with identifying new services opportunities and protecting revenue base through technical value relationships.