Infrastructure & Technology System Services Representative Detroit Michigan Professional Detroit, US

IBM Infrastructure & Technology Overview

At IBM Infrastructure & Technology, we design and operate systems, from high‑resiliency mainframes to hybrid cloud platforms, ensuring performance, security, and scalability for clients worldwide. This role tackles complex challenges with curiosity and collaboration, delivering resilient solutions that power innovation.

This role is responsible for on‑site installation, maintenance and repair of IBM, Multi‑Vendor Systems (including the Support as a Service vendors, like Lenovo, Net App, Teradata, Cisco, and others) and components, including hardware, networking products, and associated firmware. They are the onsite technical interface to clients for completion of onsite tasks. They deliver the services as required by the client, support preventive maintenance, basic configuration, and perform service activities such as systems assurance, installation planning, account management, systems‑level problem determination, and discontinuance and relocation of IBM and non‑IBM systems and products.

They are accountable for ensuring a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). They have a thorough understanding of and are able to articulate IBM's technical support strategy. They maintain a complete and accurate customer record on the Cognitive Support Platform and other tools, interacting with customers using strong interpersonal skills, and giving accurate estimations on active work orders.

High School Diploma/GED

Associate's Degree/College Diploma

Previous experience coordinating hardware and/or software support for clients, ensuring a seamless resolution process.

• Experienced in on‑site installation, maintenance, and repair activities for IBM and multi‑vendor systems and components.
• Strong problem‑solving abilities.
• Teamwork and adaptability.
• Reliable vehicle.

• Familiarity with Hybrid Cloud:
  Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Knowledge of IT Engineering:
  Understanding of general electric and information technology engineering principles related to IBM Power system equipment.
• Exposure to Automation Tools:
  Familiarity with tools like Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation and improve effectiveness of client operations.

Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well‑being.
• Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long‑term disability coverage, and opportunities for performance‑based salary incentive programs.
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave, and other paid care leave programs; paid family leave benefits where required by applicable law.
• Training and educational resources on an AI‑driven learning platform where IBMers can grow skills and obtain industry‑recognized certifications.
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences.

IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

We consider qualified applicants with criminal histories, consistent with applicable law.

Projected minimum salary per year: $55,000.00; projected maximum salary per year: $65,000.00.