System Service Representative - Boston, MA

Introduction
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.  Sound pretty important?  Absolutely!  You will advise clients of preventive maintenance configuration operation and environmental factors which may drastically impact product performance or impair the client’s IT operation.

Your Role and Responsibilities
This role is responsible for on-site installation maintenance and repair of IBM Multi-Vendor Systems (including the Support as a Service vendors like Lenovo NetApp Teradata Cisco and others) and components including hardware networking products and associated firmware. They are the onsite technical interface to clients for the completion of onsite tasks. They deliver the services as required by the client and support clients with preventive maintenance basic configuration and perform service activities such as systems assurance installation planning account management systems-level problem determination and discontinuance and relocation of IBM and non-IBM systems and products. They are accountable to ensure a high level of client satisfaction with service delivery technical support and operational services for the client account(s). They have a thorough understanding of and are able to articulate IBM’s technical support strategy. They are responsible for the technical relationship to protect the revenue base and identify new services opportunities. SSR’s may assist in generating new leads that improve the client experience and result in new incremental revenue growth for IBM via the TSS Leads program (DNSO). They maintain a complete and accurate customer record on the Cognitive Support Platform and other relevant tools interact with customers with their strong interpersonal skills and give accurate estimations within reason on active work orders Performs multiple repetitive tasks or multi-step processes.

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.
• Problem-solving.
• Teamwork and adaptability.
• Good with administrative skills.

Preferred Technical and Professional Expertise

• Knowledge of Intel/Apple systems
• Knowledge of Cisco.
• Knowledge of Pure Storage.
• Certifications are not required but a plus.