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 is seeking to employ a long term supplemental employee in Red Oak, TX. (RED OAK, TEXAS is 30 MINS SOUTH OF DALLAS) This role performs varying degrees of problem determination and resolution of desktop hardware and software problems through the effective use of available technical resources, per contracted service level agreements. They may also perform Installs, Moves, Adds, and Change (IMAC) activities, as well as data backup and restore on individual accounts for clients. They are responsible for resolving problems and performing IMAC's within Service Level Agreement (SLA) objectives and completing all related administrative duties. As the main interface to the customer, they need to understand the local and regional infrastructure and key contacts in the other competencies, i.e., network team, server admin, etc., to ensure that the proper team is aware of, and to take action on the problem. Demonstrated customer communication and business skills are therefore needed since direct customer interaction is often required. Accordingly, they have a direct impact on customer satisfaction, and therefore, need to understand their account/site environment.
MUST BE MOTIVATED TO COMPLETE ASSIGNED TASKS, SELF STARTER, ABILITY TO WORK INDEPENDENTLY, STELLAR CUSTOMER SERVICE AND PROBLEM-SOLVING SKILLS, TEAM PLAYER. WILLINGNESS TO LEARN NEW SKILLS AND EXTEND CAPABILITIES.
- Resolving customer hardware/software workstation problem tickets
- Technical knowledge of the supported platform
- Working knowledge of the hardware
- Resolving tickets within the customer SLA
- Demonstrating verbal and written communication skills are preferred
Required Technical and Professional Expertise
At least two years experience in providing deskside support
Preferred Technical and Professional Expertise
Technical degree or certificate in computer science
Experience with setting up and supporting Apple products
About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Being You @ IBM
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. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.