Systems Service Representative

Introduction

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.

• Perform On‑Site Installation and Maintenance:
  Install, maintain, and repair networking products, such as Cisco, Juniper, and Teradata, at client sites. This includes ensuring proper installation, configuration, and testing of equipment.
• Deliver Technical Support:
  Provide technical assistance and support to clients, including problem source identification, incident resolution, and advising on potential resolutions. This involves understanding the technology, operating systems, and associated software.
• Collaborate with Support Centers:
  Work with professionals in different support centers and business units to achieve high‑quality problem resolutions and ensure client satisfaction.
• Manage Critical Situations:
  Act as the IBM technical interface to clients during critical situations, managing the situation until the problem is resolved.
• Maintain Technical
  
  Certifications:
  
  Stay up‑to‑date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service to clients.

High School Diploma/GED

• Exposure to networking products:
  Familiarity with installation, maintenance, and repair of networking products, such as Cisco, Juniper, and Teradata.
• Understanding of technology and software:
  Knowledge of operating systems, associated software, and the functions and capabilities of networking equipment.
• Experience with technical support tools:
  Familiarity with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Basic understanding of IT engineering:
  Knowledge in areas of installation, customization, operation, recovery, tuning, and information technology engineering.
• Exposure to hybrid cloud environments:
  Familiarity with onsite infrastructure services, maintenance, and consultancy for hybrid cloud client environments.
• Must have dependable transportation.
• Ideal candidate will reside in the Frederick, MD or Route 270 corridor area.

• Familiarity with IT service management:
  Exposure to IT service management principles and practices, including problem and incident management, is beneficial for this role.
• Knowledge of cloud computing:
  Familiarity with cloud computing concepts, including hybrid cloud environments, is advantageous for providing onsite infrastructure services and consultancy.
• Understanding of data analytics:
  Exposure to data analytics tools, such as Watson Einstein Analytics, can aid in driving automation and improving effectiveness of client operations.

• 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 in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law.
• Training and educational resources on our personalized, AI‑driven learning platform where IBMers can grow skills and obtain industry‑recognized certifications to achieve their career goals.
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences.

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

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.

Visa sponsorship:
None. Applicants must be authorized to work without sponsorship.