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Introduction

As a System Services Representative at IBM, you will be the primary technical contact for clients, coordinating hardware and software support while delivering reliable operational services. You’ll play a key role in ensuring client satisfaction through expert technical assistance, preventive maintenance, and efficient problem resolution. This hands-on position includes on-site installation, maintenance, and repair of IBM and multi-vendor systems, requiring strong communication, problem-solving, and teamwork skills.

IBM Systems helps clients innovate and optimize their IT infrastructure. As part of this mission, you’ll contribute to delivering high-quality technical services that keep critical systems running smoothly and support IBM’s leading-edge technology portfolio.

Note: This position requires flexible working hours and involves physical activity, including lifting up to 40 lbs, bending, twisting, squatting, kneeling, climbing ladders, and extended periods of walking, standing, sitting, and driving. The work environment may include varying temperatures and loud noise levels.

Your role and responsibilities

System Services Representative – IBM Technology Lifecycle Services (TLS)

As a System Services Representative, you’ll be the primary technical contact for IBM clients, coordinating hardware and software support and ensuring seamless delivery of operational services. You’ll advise clients on preventive maintenance, configuration, and environmental factors that impact IT performance, while maintaining a high level of customer satisfaction.

Key Responsibilities:

• Serve as the main technical interface for clients, managing hardware/software support and operational services.
• Provide guidance on maintenance, system configuration, and performance optimization.
• Handle critical situations and ensure timely resolution of technical issues.
• Perform system assurance, troubleshooting, relocation, and support for IBM and non-IBM systems.
• Travel locally within the assigned territory to meet client needs.
• Begin with support for laptops, desktops, and printers, with opportunities to expand into servers, networking, and storage technologies.

Requirements:

• Must live locally or within the surrounding area of the assigned territory.
• Valid driver’s license and access to a reliable vehicle.
• Strong technical, communication, and problem-solving skills.
• Commitment to customer satisfaction and teamwork.

IBM Technology Lifecycle Services (TLS) is a leader in service delivery excellence, offering world-class support and continuous professional growth through education and training.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

• Technical Skills: Knowledge of computer hardware, operating systems, and networking fundamentals.
• Experience: Hands-on experience with installation, maintenance, and repair of IT systems or related equipment.
• Customer Service: Strong communication and interpersonal skills for client interaction.
• Problem-Solving: Ability to diagnose and resolve hardware/software issues efficiently.
• Time Management: Capable of prioritizing tasks and working independently or as part of a team.
• Travel Flexibility: Willingness to travel to client sites as required.
• Physical Requirements: Ability to meet physical demands (lifting, standing, climbing, etc.).
• Driver’s License: Valid driver’s license for travel between client locations.
• Reliable Vehicle: Access to a dependable vehicle for travel to client sites.

Preferred technical and professional experience

• Education: Associate or bachelor’s degree in computer science, Information Technology, or a related field.
• Experience: 2+ years in technical support, field service, or IT infrastructure maintenance.
• Certifications: IBM Technical Specialist, Cisco, or other relevant vendor certifications.
• Technical Expertise: Experience with IBM systems, servers, storage, and networking technologies.
• Customer Engagement: Demonstrated success in client-facing technical roles and delivering high-quality service.
• Problem-Solving: Strong diagnostic and troubleshooting skills across hardware and software platforms.
• Adaptability: Ability to work independently and handle multiple priorities in dynamic environments.
• Communication: Clear and professional verbal and written communication skills.
• Teamwork: Collaborative mindset with the ability to work effectively across teams and with clients.