System Service Representative-Memphis TN

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. 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 Commercial & Consumer, you will act under the category of Support as a Service (SaaS) function, providing on-site installation, maintenance, and repair of high-volume commercial products. You will support problem source identification, resolve incidents, and advise on potential resolutions to ensure client satisfaction.

Your Primary Responsibilities Will Include

• Perform On-Site Installation and Maintenance: Install, maintain, and repair high-volume commercial products such as Lenovo PC and Apple, ensuring timely and effective service delivery.
• Deliver Technical Support: Provide technical assistance, troubleshoot issues, and resolve incidents to the satisfaction of the customer, utilizing knowledge of 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 seamless service delivery.
• Utilize IBM Tools: Leverage IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Maintain Technical Expertise: Stay up-to-date with Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service for clients.

Preferred Education Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Strong customer service and client relationship management skills.
• Ability to diagnose problems, identify root causes, and provide effective resolutions.
• Experience working independently in a field service or on-site support environment.
• Strong communication and collaboration skills to work with support centers, business units, and customers.
• Commitment to continuous learning and professional development.
• Ability to manage multiple service requests while maintaining high customer satisfaction.
• Experience installing, maintaining, and repairing commercial computing devices.
• Knowledge of computer hardware, operating systems, and software troubleshooting.
• Ability to perform technical diagnostics, incident resolution, and preventive maintenance.
• Familiarity with service management and support platforms, including Salesforce-based support tools.
• Experience using analytics and automation tools to improve support effectiveness.
• Understanding of IT support processes, ticket management, and service delivery best practices.
• Ability to maintain current technical certifications and stay up to date on emerging technologies.