Service Support Representative at IBM

IBM is a global technology and innovation company headquartered in Armonk, NY. It is the largest technology and consulting employer in the world, with more than 400,000 employees serving clients in 170 countries. IBM offers a wide range of technology and consulting services; a broad portfolio of middleware for collaboration, predictive analytics, software development and systems management; and the world’s most advanced servers and supercomputers.

Job Description

This role is an individual contributor responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components,
including hardware, networking products, software and operating systems. They 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. They advise clients of preventive maintenance,
configuration, operation and environmental factors which may impact product performance or impair client’s IT operation. They may also perform services
activities such as systems assurance, installation planning, account management, systems level problem determination, 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). When critical situations occur, they are the IBM technical interface to clients and manage the situation
until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM’s technical support strategy. They are responsible for
the technical value relationship to protect revenue base and identify new services opportunities. The employee focuses on individual/team/department/ operational


High level of experience in VMWare with server / workstation skills, backup and storage. Interlocking with VMware support team and resolving in a timely manner, IBM blade center / X series machines, P series, Virtual Tape Library and tape library

Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.

Problem Solving:
Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions,
based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.


Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring tradeoffs.

Impact on Business/Scope:

Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or


  • High School Diploma/GED
  • At least 2 years experience in Basic Networking Concepts
  • At least 2 years experience in IMAC(Install, Moves, Adds, Changes) Process experience
  • At least 2 years experience in Manage Client Engagement
  • At least 2 years experience in Hardware Maintenance
  • English: Fluent


  • At least 3 years experience in Basic Networking Concepts
  • At least 3 years experience in IMAC(Install, Moves, Adds, Changes) Process experience
  • At least 3 years experience in Manage Client Engagement
  • At least 3 years experience in Hardware Maintenance

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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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