System Service Representative-Greater Richmond Area

Job description

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 Commercial & Consumer, you will act under the category of Support as a Service (SaaS) function, providing on-site installation, maintenance, and repair of high-volume commercial products. You will support problem source identification, resolve incidents, and advise on potential resolutions to ensure client satisfaction.

Your primary responsibilities will include:

Perform On-Site Installation and Maintenance

• Install, maintain, and repair high-volume commercial products such as Lenovo PC and Apple, ensuring timely and effective service delivery.

Deliver Technical Support

• Provide technical assistance, troubleshoot issues, and resolve incidents to the satisfaction of the customer, utilizing knowledge of technology, operating systems, and associated software.

Collaborate with Support Centers

• Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure seamless service delivery.

Utilize IBM Tools

• Leverage IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.

Maintain Technical Expertise

• Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service for clients. Required technical and professional expertise

Exposure to Hardware and Software Solutions

• Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for high-volume commercial products such as Lenovo PC and Apple.

Experience

• Working with Technical 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 Operating Systems

• Basic understanding of operating systems, associated software, and the functions and capabilities of machines to support problem source identification and resolution.

Familiarity with On-Site Services

• Exposure to on-site installation, maintenance, and repair of high-volume commercial products, including Technical Delivery Assessment and installation planning.

Basic Knowledge of IT Engineering

• Understanding of the technology and concepts related to high-volume commercial products to provide technical assistance and troubleshoot issues. Preferred technical and professional experience

Familiarity with Hybrid Cloud

• Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments to support client operations.

Knowledge of IT Consulting

• Basic understanding of customized project-based services, including Technical Delivery Assessment, installation planning, and account management.

Exposure to Data Analytics

• Familiarity with tools like Watson Einstein Analytics to drive automation and improve effectiveness of client operations. 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.