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Introduction
As a System Services Representative (SSR), you will provide on‑site technical support for our clients within an assigned service region in Germany. In this role, you are responsible for the installation, maintenance, and repair of IBM and multi‑vendor systems (including Lenovo, Dell, NetApp, Teradata, Cisco, and Supermicro), as well as for supporting hardware, network components, and firmware‑related tasks.
We are expanding our team and are looking for two motivated technicians who enjoy implementing modern IT solutions for customers, taking ownership, and working in a strong, future‑driven environment.
The positions are available nationwide in Germany, at our Münster, Cologne, Hannover, and Frankfurt locations.
Your role and responsibilities
As a System Services Representative (SSR) you act as the primary technical interface to our clients, ensuring that all service and support activities are delivered professionally, reliably, and with a strong customer focus. Your responsibilities include:
Performing preventive maintenance, basic configuration tasks, and system assurance activities
Planning and executing installations, relocations, and system decommissioning
Conducting on‑site troubleshooting, diagnostics, and problem determination
Supporting both IBM and non‑IBM hardware environments across complex IT infrastructures
Maintaining complete and accurate customer records in the Cognitive Support Platform
Providing clear communication and realistic status updates for active work orders
Ensuring the highest level of customer satisfaction and identifying potential service improvement or expansion opportunities
Collaborating with internal teams while representing IBM’s technical support strategy towards clients
You work confidently in German (spoken and written) and possess solid English skills to understand technical documentation and communicate with international stakeholders. You can explain complex technical topics clearly and concisely and are committed to continuous learning through IBM’s Your Training Portal to stay current with technologies, standards, and service processes.
Required education
Technical Diploma
Preferred education
Technical Diploma
Required technical and professional expertise
Required Technical Qualifications
- Completed training as an IT specialist for system integration, or an equivalent technical qualification
- Experience as a hardware technician or IT specialist in complex IT environments
- Knowledge in server and storage technologies
- Basic operating system experience (Linux, AIX, Windows)
- Strong interest in IT technology and customer‑focused communication
Technical Support & Field Service
- Installation, maintenance, and repair of IBM and multi‑vendor systems
- Support and operation of hardware, networking products, software, and operating systems
- On‑site troubleshooting, diagnostics, and incident resolution
- Planning, coordination, and execution of installation activities and root‑cause analyses
Consulting & Customer Engagement
- Advising customers on preventive maintenance, system configuration, and operational requirements
- Ensuring high levels of customer satisfaction through professional and reliable technical support
- Acting as the primary technical interface between the customer and IBM, especially in critical situations
- Identifying service improvement opportunities and supporting long‑term customer relationships
Project Work & System Integration
- Designing, installing, and configuring complex IT and telecommunications systems
- Supporting project activities for major enterprise clients
- Planning, executing, and ensuring quality delivery of technical projects
- Preparing, documenting, and presenting system solutions to internal and external stakeholders
Teamwork & Continuous Development
- Close collaboration within an experienced, supportive, and cross‑functional team (Sales, Back‑Office, Control Center, Technology Sales)
- Participation in off‑hours and on‑call service rotations
- Commitment to ongoing professional development, supported by extensive training opportunities
Preferred technical and professional experience
Preferred Additional Skills
- Experience with audio and video conferencing systems
- Strong hardware and/or media technology skills
- In‑depth Lenovo knowledge
- Experience with Dell technologies
- Cisco certifications are a strong plus
Your Personal Strengths
- Independent and structured working style
- Strong customer orientation and professional appearance
- Team spirit and enjoyment of collaborative problem‑solving
- High level of solution orientation
- Excellent communication skills with customers and colleagues