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
The System Service Representative is responsible for all activities related to providing technical service to IBM and other equipment manufactures Printers, ABM/Cash Management, PC & Laptops, including small to medium servers. This will include maintaining complete and accurate customer records, interacting with customers. Strong interpersonal skills and the ability to create a connection with customers are vital in this position.Possesses the knowledge and training necessary to perform as an electronics technician prior to becoming a System Services Representative.
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The position requires a comprehensive knowledge of electronics, good mechanical aptitude, and the ability to properly use tools and test equipment. Both written and spoken communication skills are a position requirement, as is the ability to follow written or spoken directions and to provide information to others in a clear and concise manner.
Has a basic understanding of and is able to articulate IBM's technical support delivery methodology, particularly as it relates to base and enhanced support.
Assumes additional responsibilities as assigned.
Must speak French & English
Required Technical and Professional Expertise
- Must be fully bilingual (French and English).
- Strong communication and teamwork skills.
- Problem-solving ability Energy, enthusiasm, initiative, positive attitude and leadership
- College diploma
- Driver's permit and car
- Able to identify and diagnose hardware and software problems
- Able to work / read wiring and logic diagrams
- Mechanical skills, unit assembly rebuilding / refurbishing
- Manually dexterity, can work with gears systems, power supplies
- Excellent communication skills
- Customer service focus
- Capacity for teamwork, communication and proven organization skills
Preferred Technical and Professional Expertise
- 3 years of experience in these segments: Lenovo servers and PC certifications , Lexmarks printers certification, .
- A + Certification an asset
- Capacity for teamwork, communication and proven organization skills.
- Microsoft suite intermediate.
- Training or experience with microcomputers, servers and printers an asset.
- Work outside regular business hours (evenings and weekends.
- Ability to lift weights up to 50 lbs and have good overall physical mobility.
- Cloud, Security, Mobility.
- Demonstrate a focus on IBM revenue/profit growth.
- Maintain and grow skills required for support of clients and of career goals.