Systems Service Representative

Your Role and Responsibilities

• Perform On-Site Installation and Maintenance: Install, maintain, and repair Networking products, such as Cisco, Juniper, and Teradata, at client sites. Ensure proper installation, configuration, and testing of equipment.
• Deliver Technical Support: Provide technical assistance and support to clients, including problem source identification, incident resolution, and advising on potential resolutions. Understand the technology, operating systems, and associated software.
• Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure client satisfaction.
• Manage Critical Situations: Act as the IBM technical interface to clients during critical situations, managing the situation until the problem is resolved.
• Maintain Technical Certifications: Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service to clients.

Required Technical and Professional Expertise

• Exposure to Networking Products: Familiarity with installation, maintenance, and repair of Networking products, such as Cisco, Juniper, and Teradata.
• Understanding of Technology and Software: Knowledge of operating systems, associated software, and the functions and capabilities of Networking equipment.
• Experience with Technical Support Tools: Familiarity with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Basic Understanding of IT Engineering: Knowledge in areas of installation, customization, operation, recovery, tuning, and information technology engineering.
• Exposure to Hybrid Cloud Environments: Familiarity with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.

Preferred Technical and Professional Experience

• Familiarity with IT Service Management: Exposure to IT service management principles and practices, including problem and incident management, is beneficial for this role.
• Knowledge of Cloud Computing: Familiarity with cloud computing concepts, including hybrid cloud environments, is advantageous for providing onsite infrastructure services and consultancy.
• Understanding of Data Analytics: Exposure to data analytics tools, such as Watson Einstein Analytics, can aid in driving automation and improving effectiveness of client operations.