Author Topic: Service Support Representative Job at IBM Nigeria  (Read 294 times)

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Service Support Representative Job at IBM Nigeria
« on: Mar 17, 2014, 05:31 PM »
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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Service Support Representative Job at IBM Nigeria
« on: Mar 17, 2014, 05:31 PM »