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
As a System Services Representative:
Responsibilities
Networking, you will act under the category of Support as a Service (SaaS) function, responsible for on-site installation, maintenance, and repair of Networking products. You will deliver technical support and operational services to clients, ensuring high-quality problem resolutions and driving client satisfaction. Your primary responsibilities will include:
- Perform On-Site Installation and Maintenance: Install, maintain, and repair Networking products, such as Cisco, Juniper, and Teradata, at client sites. This includes performing services activities like Technical Delivery Assessment, installation planning, and account management.
- Deliver Technical Support: Identify and resolve incidents, advise on potential resolutions and their implementation, and implement determined suggestions to the satisfaction of the customer. This requires an understanding of the technology, operating systems, associated software, and the functions and capabilities of the machine.
- Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure a high level of client satisfaction with service delivery.
- Manage Critical Situations: Act as the IBM technical interface to clients during critical situations, managing the situation until the problem is fixed.
- Maintain Technical Expertise: Demonstrate proficiency in HW and SW solutions by constantly updating Digital Technical Certifications and staying up-to-date with Soft Skills trainings.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Exposure to Networking Products: Familiarity with installation, maintenance, and repair of Networking products, such as Cisco, Juniper, and Teradata, including associated software and operating systems.
- Technical Problem-Solving: Experience working with technical problem determination, incident resolution, and implementing solutions to meet customer needs.
- IT Service Delivery: Exposure to IT service delivery, including Technical Delivery Assessment, installation planning, and account management.
- Collaboration Tools: Familiarity with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
- Technical Certifications: Experience with Digital Technical Certifications and staying up-to-date with technical training to demonstrate proficiency in HW and SW solutions.
Preferred Technical And Professional Experience
- Hybrid Cloud Knowledge: Familiarity with Hybrid Cloud client environments, including infrastructure services, maintenance, and consultancy, is beneficial for providing onsite support and improving client operations.
- IT Engineering Understanding: Knowledge in the areas of installation, customization, operation, recovery, tuning, and information technology engineering can aid in resolving complex technical issues and providing effective solutions.
- Soft Skills Training: Experience with verbal and written communication, teamwork and collaboration, emotional intelligence, and critical thinking can enhance the ability to provide outstanding IBM service and ensure high client satisfaction.
