System Services Representative - IDAHO

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 will 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

IBM is seeking a Systems Services Representative based in Oregon to provide on-site installation, maintenance, and repair services for IBM and multi-vendor systems in data center environments. This individual contributor role serves as the primary technical interface between IBM and clients, ensuring the successful delivery of hardware, software, and operational support services.

Key Responsibilities:

• Install, maintain, troubleshoot, and repair IBM and multi-vendor hardware, software, networking, storage, and operating systems.

• Support IBM zSeries Servers, IBM Power Servers, IBM Storage Products, multi-vendor Intel servers, networking equipment, and storage solutions.

• Coordinate hardware and software support activities and deliver operational services based on client requirements.

• Provide technical guidance to clients regarding preventive maintenance, system configuration, operational best practices, and environmental factors that may affect system performance.

• Perform system assurance activities, systems-level problem determination, equipment discontinuance, and relocation of IBM and non-IBM products.

• Ensure a high level of client satisfaction through effective service delivery, technical support, and operational excellence.

• Act as the lead IBM technical representative during critical situations, managing issues through resolution and maintaining clear communication with clients.

Required technical and professional expertise

Key Requirements:

• Must own a reliable vehicle and hold a valid driver’s license.

• This is a field-based/mobile position requiring frequent travel by car to client sites throughout Idaho.

• Ability to travel after hours, on weekends, and occasionally out of state to support clients and team members.

• Successful completion of client-required background verification checks may be necessary to gain access to customer facilities. Failure to meet required screening standards may impact continued eligibility to support client accounts.

• Candidates may be required to obtain security clearance based on client needs. Failure to meet the required screening standards may affect continued eligibility to support client accounts.

Primary Responsibilities:

• Install and configure new IT hardware at customer locations.

• Troubleshoot, repair, and maintain equipment from manufacturers including Lexmark, Lenovo, EverPure, Dell, Cisco, NetApp, Teradata, Apple, and others.

• Perform hardware maintenance, upgrades, and component replacements.

• Restore systems to full operational status following hardware failures.

• Work directly with customers to diagnose and resolve technical issues.

• Coordinate with remote support teams and escalation centers to ensure timely issue resolution.

• Manage service calls, documentation, and customer communications.

• Maintain required technical certifications and complete ongoing training.

Preferred technical and professional experience

• Knowledge of IT Service Delivery. Understanding of technical support strategy and ability to advocate for IBM's technical support vision.

• Cisco Certification

• COM-TIA Certification (hardware)

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.