System Services Representative Detroit Michigan

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 for IBM Power, you will be responsible for on-site installation, maintenance, and repair of IBM Power system equipment. You will also perform services activities such as Technical Delivery Assessment, installation planning, and account management to support client operations.

Your primary responsibilities will include:

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of IBM Power system equipment, ensuring timely and effective delivery of services to clients.

• Provide Technical Support: Support problem source identification, resolve incidents, and advise on potential resolutions and their implementation to ensure client satisfaction.

• Collaborate with Teams: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and provide outstanding IBM service to clients.

• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services, and manage critical situations until problems are resolved.

• Stay Up-to-Date with Technology: Continuously update Digital Technical Certifications and Soft Skills trainings to demonstrate proficiency in HW and SW solutions and provide excellent service to clients.

Required technical and professional expertise

• Previous experience coordinating hardware and/or software support for clients, ensuring a seamless resolution process.

• Experienced in on-site installation, maintenance, and repair activities for IBM and multi-vendor systems and components.

• Effective communication skills.

• Strong problem-solving abilities.

• Teamwork and adaptability.

• Reliable Vehicle

• Drive customer satisfaction by providing exceptional technical support.

• Serve as the primary technical interface, coordinating hardware and software support to meet client requirements.

• Play a pivotal role in delivering operational services, contributing to the smooth functioning of systems and infrastructure.

Preferred technical and professional experience

•• Familiarity with IT Service Management: Exposure to IT service management principles and practices, including problem determination, incident resolution, and service delivery.

• Knowledge of Operating Systems: Experience working with various operating systems, including their functions, capabilities, and uses.

• Understanding of Technical Delivery Assessment: Exposure to technical delivery assessment methodologies and tools, including installation planning and account management.

• Exposure to IBM Power Systems: Familiarity with IBM Power system equipment, including installation, maintenance, and repair procedures.

• Experience with Technical Support Tools: Knowledge of IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.

• Understanding of IT Engineering: Basic understanding of general electric and information technology engineering concepts, including installation, customization, operation, recovery, and tuning.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.