Service Support Rep - Dallas Texas

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 zSystem, you will be responsible for on-site installation, maintenance, and repair of Mainframe series equipment. You will also perform services activities such as Technical Delivery Assessment, installation planning, and account management.

Your primary responsibilities will include:

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of Mainframe series equipment, ensuring timely and effective delivery of services.

• 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 deliver outstanding IBM service to clients.

• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services for client accounts.

• Update Technical Certifications: Demonstrate proficiency in HW and SW solutions by constantly updating Digital Technical Certifications and Soft Skills trainings.

Required technical and professional expertise

• Mainframe Equipment Knowledge: Exposure to Mainframe series equipment installation, maintenance, and repair procedures, including understanding of associated software and operating systems.

• Technical Problem-Solving: Experience working with problem source identification, incident resolution, and advising on potential resolutions and their implementation.

• Technical Service Delivery: Exposure to on-site service delivery, including Technical Delivery Assessment, installation planning, and account management.

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

• Digital Technical Certifications: Exposure to maintaining and updating Digital Technical Certifications and Soft Skills trainings to ensure proficiency in HW and SW solutions.

• This is a field-based/mobile position that requires frequent travel by car to client sites across the Dallas, Texas area.

• Candidate must have a reliable vehicle.

Preferred technical and professional experience

• Mainframe Software Knowledge: Exposure to associated software and operating systems used in Mainframe series equipment, including understanding of their functions, capabilities, and uses.

• Hybrid Cloud Environments: Experience working with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.

• IT Engineering Principles: Exposure to general electric and information technology engineering principles, 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.