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
As a Systems Services Representative, you will be at the forefront of driving customer satisfaction through the delivery of exceptional technical support. Serving as the primary technical interface to our clients, you will play a critical role in coordinating both hardware and software support, ensuring seamless operational services.
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IBM seeks to hire a hardware computer technician; System Services Representative (SSR) for the Orlando, FL area. This role is an entry level position for 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 which may impact product performance or impair the client's IT operation. They may also perform services activities such as systems assurance, 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. Can work in both consumer homes or enterprise environments in the Orlando, FL area.
Note: This role requires candidates to have a valid driver's license and a reliable vehicle
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
Have experience in Customer Service & Customer Interaction:
• Self-motivator and enjoys working in a Team environment
• Problem solving skills
• Prior experience in field repair of computer or mechanical equipment
Note: This role requires candidates to have a valid driver's license and a reliable vehicle.