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 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. Uses judgment in choosing task-routine. Skills:
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Environment:
Experience in several main activities and working knowledge of interrelated activities. Awareness of department activities.
Communication/Negotiation:
Exchanges general business, customer technical information. Seeks or gives explanations and verifies comprehension.
Problem Solving:
Use specialized tools, techniques, procedures to identify, understand, and resolve various job-related problems. May recommend adjustments or improvements to established.
Contribution/Leadership:
Responsible for a variety of tasks within well established procedures. May set work schedules individually, or as a team member. Activities are subject to general instruction or direction. Provides practical assistance.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on the team and on interrelated activities."
Required Technical and Professional Expertise
Dependable Transportation
Must be self starter and have a strong drive for success
Preferred Technical and Professional Expertise
5 years experience in IT Hardware repair
Technical experience with Support and Repairs Lenovo, Cisco, Lexmark, IBM Power.... MS Windows, Linux