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
This role is responsible for on-site installation, maintenance and repair of IBM, Multi-Vendor Systems (including the Support as a Service vendors, like Lenovo, NetApp, Teradata, Cisco, and others), and components, including hardware, networking products, and associated firmware. – Guide and implement strategy to transform customer business needs into a technically viable solution. – Implement solutions within defined architectural guardrails, principles and framework. – Be the technical SPOC for customer and guide them with your technical expertise. – Actively involve in customer proposals and support business development activities. - Making all your customers successful whilst achieving key metrics for yourself and TLS metrics . – Remote technical support assistance to clients and IBM technical personnel on multiple products in the high volume through high availability product environments. They receive and record incident related information, and using a variety of tools, techniques and procedures, selects appropriate actions to resolve problems, and communicates the solution or action plan to the client or IBM service representative. They identify/recommend updates to knowledge based systems
Required Technical and Professional Expertise
Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field. Experience with IBM Storage, SAN Directors, and Spectrum scale Experience in MVS Platforms [ Lenovo, Teradata, Pure storage, EMC/Dell storage, Veem & Vmware]Installation, implementation, configuration, maintenance and troubleshooting for the following systems: P-series High End, Mid-range and Entry-level I-series Z-series HMC SAN-environment (zoning / replication) SVC Tape libraries Blade system Flex and Pure flex Storage: High End (DS8000-series / XIV / Flash storage) Mid-range (V7000-series / DS5000-series / DS4000-series ) Entry-level (V3700 / Lenovo storage) Good communication skills to articulate challenges and solutions in a client environment. Good experience in IBM branded machines
Preferred Technical and Professional Expertise
Same as above.
