System Services Representative Detroit Michigan

Job description

from IBM careers

Introduction

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

This role is responsible for on-site installation, maintenance and repair of IBM, Multi-Vendor Systems (including the Support as a Service vendors, like Lenovo, NetApp, Teradata, Cisco, and others), and components, including hardware, networking products, and associated firmware. They are the onsite technical interface to clients for the completion of onsite tasks. They deliver the services as required by the client. They support clients with preventive maintenance, basic configuration, and perform service activities such as systems assurance, installation planning, account management, systems-level problem determination, and discontinuance and relocation of IBM and non-IBM systems and products. They are accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical relationship to protect the revenue base and identify new services opportunities. SSR’s may assist in generating new leads that improve the client experience and result in new incremental revenue growth for IBM via the TSS Leads program (DNSO). They maintain a complete and accurate customer record on the Cognitive Support Platform and other relevant tools, and they interact with customers with their strong interpersonal skills, and they give accurate estimations, within reason, on active work orders

Required technical and professional expertise

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

Preferred technical and professional experience

• Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments. 

• Knowledge of IT Engineering: Understanding of general electric and information technology engineering principles related to IBM Power system equipment.

 • Exposure to Automation Tools: Familiarity with tools like Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.