**Introduction**
As a System Services Representative at IBM, you will serve as the primary technical interface to clients, coordinating hardware and software support while delivering operational services. This role is crucial in ensuring customer satisfaction through exceptional technical support. You will advise clients on preventive maintenance, configuration, operation, and environmental factors that can significantly impact product performance and the overall IT operation of the client.
Your responsibilities will include addressing client needs efficiently and effectively, ensuring seamless operational services, and contributing to the smooth functioning of systems and infrastructure. In this position, you will be at the forefront of driving customer satisfaction by providing exceptional technical support.
You will coordinate both hardware and software support to meet client requirements, ensuring that all operational services are delivered effectively.
Your role will involve on-site installation, maintenance, and repair activities for IBM and multi-vendor systems and components, requiring effective communication, problem-solving skills, teamwork, and adaptability.
You will be expected to maintain a high level of professionalism and technical expertise to support our clients effectively. IBM Systems is dedicated to helping IT leaders think differently about their infrastructure. Our systems are designed to understand, reason, and learn, enabling our clients to innovate while avoiding IT issues.
As a System Services Representative, you will play a pivotal role in this mission, contributing to the development of leading-edge technology portfolios optimized for cloud computing and cognitive business.
**Your role and responsibilities**
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.
You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.
IBM seeks to hire a Systems Services Representative for our Birmingham, Alabama territory. This role is for an individual contributor responsible for on-site installation, maintenance, and repair of multi-vendor systems and components including hardware, software, and operating systems in a data center environment.
- The primary technical interface to clients for the coordination of hardware and/or software support, and delivery of operational services, as required by the Client;
- Client advisors on preventive maintenance, configuration, operation, and environmental factors that may impact product performance or impair the client's IT operation;
- Accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). When critical situations occur, they are the IBM technical interface to clients and manage the situation until they are fixed;
- They may also perform services activities such as systems assurance, systems-level problem determination, discontinuance, and relocation of IBM and non-IBM systems and products;
- Local travel in the assigned Territory throughout the week in support of Client's needs;
IBM Technical Support Services (TLS) is a leader in Service Delivery Excellence, providing world class support to all of IBM's Customers. The ideal Candidate will become part of a high-performance team, built on camaraderie, teamwork. TLS values professional growth, and is heavily invested in skills development, through Education & Training.
Note: This role requires candidates to have a valid driver's license and a reliable vehicle!
**Required technical and professional expertise**
- Problem solving skills
- Self-motivator and enjoys working in a Team environment. Ideal candidate will possess hardware and/or software support, commitment to Client Success, and the following skills:
- Have experience in Customer Service & Customer Interaction
- Have basic computer knowledge (e.g., knows what a hard drive, RAM, memory DIMM, IP address)
- Can demonstrate mechanical aptitude, and given the appropriate tools follow instructions to perform a repair or replacement (e.g. follow the instructions of a hardware maintenance manual to successfully complete a repair/replacement)
- Be comfortable using and working with various tools (e.g. laptop, screw driver, pry tool, needle nose pliers, wrench) to complete necessary installation, maintenance or repair tasks
This role requires candidates to have a valid driver's license and a reliable vehicle!
**Preferred technical and professional experience**
Previous experience coordinating hardware and/or software support for clients, ensuring a seamless resolution process.
· Experienced in on-site installation, maintenance, and repair activities for IBM and multi-vendor systems and components.
· Effective communication skills.
· Strong problem-solving abilities.
· Teamwork and adaptability.
· Reliable Vehicle
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.