System Services Representative

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation.

With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.

Your role and responsibilities

As a System Services Representative for Lenovo ISG, you will be responsible for on-site installation, maintenance, and repair of Lenovo products and ISG category of equipment. You will also perform services activities such as Technical Delivery Assessment, installation planning, and account management to support client operations.

Your primary responsibilities will include:

Perform On-Site Installation and Maintenance: Install, maintain, and repair Lenovo products and ISG category of equipment at client sites, ensuring timely and effective delivery of services.

Deliver Technical Support: Provide technical assistance and support to clients, including problem source identification, incident resolution, and implementation of determined solutions to ensure client satisfaction.

Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure seamless service delivery.

Manage Client Relationships: Develop and maintain strong relationships with clients, providing outstanding service and technical support to protect the revenue base and identify new services opportunities.

Maintain Technical Expertise: Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to demonstrate proficiency in HW and SW solutions and provide exceptional service to clients.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for Lenovo products and ISG category of equipment.

Experience Working with Technical Tools: Knowledge of IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.

Understanding of Technical Support Strategy: Basic understanding of technical support strategy and ability to advocate for IBM's technical support approach.

Familiarity with On-Site Services: Exposure to on-site installation, maintenance, and repair of Lenovo products and ISG category of equipment.

Basic Knowledge of Hybrid Cloud Environments: Familiarity with infrastructure services, maintenance, and consultancy for Hybrid Cloud client environments.

Preferred technical and professional experience

Familiarity with IT Engineering: Exposure to information technology engineering concepts, including installation, customization, operation, recovery, and tuning for Lenovo products and ISG category of equipment.

Knowledge of Technical Tools: Experience working with IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.

CompTIA A+ ce - is preferred

CompTIA Network+ is preferred

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