Systems Services Representative - Charolette/Winston-Salem, NC

About the position

IBM seeks to hire a Systems Services Representative for the Winston-Salem, NC area. This role is for an individual contributor responsible for on-site installation, maintenance, and repair of IBM and multi-vendor systems and components including hardware, software, and operating systems in a data center environment. Systems Services Representatives 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 are client advisors on preventive maintenance, configuration, operation, and environmental factors that may impact product performance or impair the client's IT operation. 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 they are fixed. They may also perform services activities such as systems assurance, systems-level problem determination, discontinuance, and relocation of IBM and non-IBM systems and products. Local travel in the assigned Territory throughout the week in support of Client's needs is required. Skills will begin with laptop, desktop, and printers, but will have the opportunity to expand their skill set to include Intel Server, Networking, and Storage support. IBM Technical Support Services (TLS) is a leader in Service Delivery Excellence, providing world class support to all of IBM's Customers. The ideal Candidate will become part of a high-performance team, built on camaraderie, teamwork. TLS values professional growth, and is heavily invested in skills development, through Education & Training.

Responsibilities

• On-site installation, maintenance, and repair of IBM and multi-vendor systems and components.
• Act as the primary technical interface to clients for hardware and software support.
• Provide operational services as required by the client.
• Advise clients on preventive maintenance, configuration, operation, and environmental factors.
• Ensure high client satisfaction with service delivery and technical support.
• Manage critical situations until they are resolved.
• Perform systems assurance, problem determination, and relocation of systems.
• Travel locally in the assigned territory to support client needs.

Requirements

• High School Diploma/GED.
• Experience in Customer Service & Customer Interaction.
• Basic computer knowledge (e.g., hard drive, RAM, IP address).
• Demonstrated mechanical aptitude and ability to follow repair instructions.
• Comfortable using various tools for installation and maintenance tasks.
• Problem-solving skills.
• Self-motivated and enjoys working in a team environment.

Nice-to-haves

• Technical school degree/diploma.
• Prior experience in field repair of computer or mechanical equipment.

Benefits

• Medical & prescription drug coverage.
• Dental and vision insurance.
• Mental health & well-being support.
• 8 paid holidays.
• Minimum 56 hours paid sick time.
• 80 hours paid vacation.
• Life insurance.
• 401(k) plan.
• Financial counseling.
• IBM Employee Stock Purchase Plan.
• Paid family medical leave and disability benefits.