Introduction
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.
Your Role And Responsibilities
As a System Services Representative for MVS Server, you will act under the category of Support as a Service (SaaS) function, providing on-site installation, maintenance, and repair of non-IBM server products. You will deliver technical support and operational services to clients, ensuring high-quality problem resolutions and maintaining a strong technical value relationship.
Your Primary Responsibilities Will Include
- Perform On-Site Installation and Maintenance: Install, maintain, and repair non-IBM server products, such as Dell, Oracle, and Fujitsu, at client sites. This includes performing services activities like Technical Delivery Assessment, installation planning, and account management.
- Provide Technical Support and Problem Resolution: Identify and resolve incidents related to installation, update, configuration, operations, or performance. Advise on potential resolutions and implement determined suggestions to the satisfaction of the client.
- Collaborate with Support Centers and Business Units: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure a high level of client satisfaction.
- Maintain Technical Certifications and Soft Skills: Update Digital Technical Certifications and participate in Soft Skills trainings to provide outstanding IBM service to clients.
- Manage Critical Situations: Act as the IBM technical interface to clients during critical situations, managing the situation until the problem is fixed.
Preferred Education
None
Required Technical And Professional Expertise
- Exposure to Server Products: Familiarity with non-IBM server products, such as Dell, Oracle, and Fujitsu, including their installation, maintenance, and repair.
- Understanding of Operating Systems: Knowledge of operating systems, associated software, and the functions and capabilities of servers.
- Experience with Technical Tools: Exposure to technical tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
- Familiarity with IT Engineering: Understanding of information technology engineering concepts, including installation, customization, operation, recovery, and tuning.
- Basic Knowledge of Hybrid Cloud: Familiarity with Hybrid Cloud client environments and the ability to provide onsite Infrastructure Services, maintenance, and consultancy.
Preferred Technical And Professional Experience
- Server Product Knowledge: Exposure to various non-IBM server products, including Dell, Oracle, and Fujitsu, is beneficial. Familiarity with their installation, maintenance, and repair procedures can aid in providing effective technical support.
- IT Engineering Concepts: Understanding of information technology engineering concepts, including installation, customization, operation, recovery, and tuning, can enhance problem resolution and technical support capabilities.
- Hybrid Cloud Familiarity: Basic knowledge of Hybrid Cloud client environments and the ability to provide onsite Infrastructure Services, maintenance, and consultancy can be advantageous in supporting client needs.
