Systems Services Representative - IBM

Introduction

• System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.  Sound pretty important?  Absolutely!  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.

Your Role and Responsibilities

• This role is an individual contributor responsible for on-site installation, maintenance, and repair of IBM and multi-vendor systems and components, including hardware, networking products, software, and operating systems.
• They are 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.
• They advise clients of preventive maintenance, configuration, operation, and environmental factors that may impact product performance or impair the client’s IT operation.
• They may also perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, 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).
• When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of and can articulate IBM’s technical support strategy.
• They are responsible for the technical value relationship to protect the revenue base and identify new services opportunities.

Skills:

• Environment:
• Professional knowledge related to the incumbent’s position, team, and department. Requires the ability to absorb professional knowledge quickly and develop skills.
• Communication/Negotiation:
• Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

Problem Solving:

• Recognize job-related problems. analyze causes using existing techniques or tools, prepare, and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.

Contribution/Leadership:

• Works on professional projects; work is often reviewed for developmental purposes.
• Understand the standard mission of the professional group and vision in its own area of competence. May directly influence people in their own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

Impact on Business/Scope:

• Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.

Required Technical and Professional Expertise

Minimum of 2/3 years experience in the following:

• System X Server products in a high volume through high availability product environments.
• Knowledge-based systems and maintenance packages
• Knowledge and problem determination/problem source identification skills to resolve problems involving System X Server issues.