System Service Representative

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 Lenovo ISG, you will be responsible for on-site installation, maintenance, and repair of Lenovo products and ISG category of equipment. You will also perform services activities such as Technical Delivery Assessment, installation planning, and account management. Your primary responsibilities will include:

• Perform On-Site Installation and Maintenance: Install, maintain, and repair Lenovo products and ISG category of equipment at client sites, ensuring timely and effective delivery of services.
• Provide Technical Support: Support problem source identification related to installation, update, configuration, operations, or performance, and resolve incidents to the satisfaction of the customer.
• Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure a high level of client satisfaction.
• Maintain Technical Certifications: Demonstrate proficiency in HW and SW solutions by constantly updating Digital Technical Certifications and staying up-to-date with Soft Skills trainings.
• Manage Critical Situations: Act as the IBM technical interface to clients during critical situations, managing the situation until the problem is fixed.
  
  

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for Lenovo products and ISG category of equipment.
• Basic Understanding of Technical Support: Knowledge of problem source identification related to installation, update, configuration, operations, or performance, and incident resolution.
• Experience Working with Technical Tools: Familiarity with IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.
• Exposure to On-Site Services: Experience with on-site installation, maintenance, and repair of computer equipment, including Lenovo products and ISG category of equipment.
• Familiarity with Digital Technical Certifications: Basic understanding of the importance of maintaining technical certifications and staying up-to-date with industry developments.
  
  

Preferred Technical And Professional Experience

• Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance.
• Knowledge of IT Engineering: Basic understanding of installation, customization, operation, recovery, tuning, and information technology engineering.
• Exposure to Technical Delivery: Familiarity with Technical Delivery Assessment, installation planning, and account management.