Job Title: Service Support Representative
Employer: International Business Machines (IBM)
Job ID: GTS-0644819
Job type: Full-time Regular
Work country: Nigeria
Position type: Professional
Work city: – Any
Travel: 50% travel annually
Job area: IT & Telecommunications (non consulting)
Business group: Global Technology Services
Job category: Product Services
Business unit: MTS
Job role: System Services Representative
Job role skillset: HW Networking Environment
Commissionable/Sales-Incentive jobs only: No
Job description:
• This role is an individual contributor responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware, networking products, software and operating systems.
• They 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 advise clients of preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair client's IT operation.
• They may also perform services activities such as systems assurance, installation planning, account management, systems level problem determination, discontinuance and relocation of IBM and non-IBM systems and products.
• 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 the problem is fixed.
• They have a thorough understanding of, and are able to articulate, IBM's technical support strategy.
• They are responsible for the technical value relationship to protect revenue base and identify new services opportunities.
• The employee focuses on individual/team/department/ operational objectives.
Skills:
Environment:
• High level of experience in VMWare with server / workstation skills, backup and storage.
• Interlocking with VMware support team and resolving in a timely manner, IBM blade center / X series machines, P series, Virtual Tape Library and tape library
Communication/Negotiation:
• Engaged as an independent professional.
• Ability to articulate and compare alternatives approaches.
• Negotiate with specified objectives.
Problem Solving:
• Recognize problems related to project objectives.
• Creativity and judgment applied to professional technical, or operational problems.
• Independently generates solutions, based on analytical skills & business knowledge.
• Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
Contribution/Leadership:
• Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international).
• Understands departmental mission and vision.
• Provides advice in technical/operational domain of specialization.
• Generally controls own work priorities and methods requiring tradeoffs.
Impact on Business/Scope:
• Accountable for individual or team, or department results, and for the impact of the results on functional activities.
• Participates in overall departmental program planning.
• May have budgetary responsibility.
• Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses."
Required:
• High School Diploma/GED
• At least 2 years experience in Basic Networking Concepts
• At least 2 years experience in IMAC Process experience
• At least 2 years experience in Manage Client Engagement
• At least 2 years experience in Hardware Maintenance
• English: Fluent
Preferred:
• At least 3 years experience in Basic Networking Concepts
• At least 3 years experience in IMAC Process experience
• At least 3 years experience in Manage Client Engagement
• At least 3 years experience in Hardware Maintenance
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