System Services Representative - Richmond, VA

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
IBM seeks to hire a Systems Services Representative for the Richmond VA area. This role is for an individual contributor responsible for on-site installation maintenance and repair of IBM and multi-vendor systems and components including hardware software and operating systems in a data center environment.
Systems Services Representatives are:
• The primary technical interface to clients for the coordination of hardware and/or software support and delivery of operational services as required by the Client;
• Client advisors on preventive maintenance configuration operation and environmental factors that may impact product performance or impair the client’s IT operation;
• Accountable to ensure a high level of client satisfaction with service delivery technical support and operational services for the client account(s). When critical situations occur they are the IBM technical interface to clients and manage the situation until they are fixed;
• They may also perform services activities such as systems assurance systems-level problem determination discontinuance and relocation of IBM and non-IBM systems and products;
• Local travel in the assigned Territory throughout the week in support of Client’s needs;
• Skills will begin with laptop desktop and printers but will have the opportunity to expand their skill set to include Intel Server Networking and Storage support
IBM Technical Support Services (TLS) is a leader in Service Delivery Excellence providing world class support to all of IBM’s Customers. The ideal Candidate will become part of a high-performance team built on camaraderie teamwork. TLS values professional growth and is heavily invested in skills development through Education & Training.

Note: This role requires candidates to have a valid driver’s license and a reliable vehicle.

Required Technical and Professional Expertise
Ideal candidate will possess hardware and/or software support commitment to Client Success and the following skills:
• Have experience in Customer Service & Customer Interaction
• Have basic computer knowledge (e.g. knows what a hard drive RAM memory DIMM IP address)
• Can demonstrate mechanical aptitude and given the appropriate tools follow instructions to perform a repair or replacement (e.g. follow the instructions of a hardware maintenance manual to successfully complete a repair/replacement)
• Be comfortable using and working with various tools (e.g. laptop screw driver pry tool needle nose pliers wrench) to complete necessary installation maintenance or repair tasks
• Problem solving skills
• Self-motivator and enjoys working in a Team environment

Preferred Technical and Professional Expertise
• Technical School Degree/Diploma.
• Prior experience in field repair of computer or mechanical equipment preferred but not required.
• Basic server knowledge.
• Experience in printers and basic repairs.