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 Performs multiple repetitive tasks or multi-step processes.
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Required Technical and Professional Expertise
Ideal candidate will possess hardware and/or software support, commitment to Client Success, and the following skills:
• Have experience in Customer Service & Customer Interaction
• Have basic computer knowledge (e.g., knows what a hard drive, RAM, memory DIMM, IP address)
• Can demonstrate mechanical aptitude, and given the appropriate tools follow instructions to perform a repair or replacement (e.g. follow the instructions of a hardware maintenance manual to successfully complete a repair/replacement)
• Be comfortable using and working with various tools (e.g. laptop, screw driver, pry tool, needle nose pliers, wrench) to complete necessary installation, maintenance or repair tasks
• Problem solving skills
• Self-motivator and enjoys working in a Team environment
Preferred Technical and Professional Expertise
- Hardware repair service skills
- Network skills