Systems Services Representative

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
As a front end representative you will be a part of a service team responsible for clients. In this role you are responsible for remote problem determination telephone support action plan creation and on-site break/fix services.
We are looking for hardware support staff for the following areas: IBM Power Platform ( I series & p Series ) x86 platform IBM HE/Mid-range/Entry Level Storage and Multi-vendor Services. You will answer to questions from customers and technicians provide support on our products and play a key role when it comes to customer satisfaction.

Required Technical and Professional Expertise

• Around 3 years’ experience in system services
• Good technical knowledge of hardware components (Power Platform Hardware system x86 platform and 400 or HE Storage AIX OS and power platform) and IBM/Multiple-vendor productsNetworking solution experience in design plan implementation & build of large-scale data centers of complex networks including network diagnostic monitoring and analysis tools.
• Understanding of network operating systems (JUNOS Cisco IOS and etc.)
• Good communication skills listening dealing with customers via telephone guide them right to have control over the solution
• Self driven team player responsible service minded flexible and able to handle stressed situations

Preferred Technical and Professional Expertise

• Experience with troubleshooting on hardware and/or software elements over the phone with customers who do not have the technical skill