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Job Information

IBM Systems Services Representative (Hanoi, Vietnam) in United States

Introduction

System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.

Your Role and Responsibilities

  • This role is an individual contributor responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware, networking products, software and operating systems.

  • They are the primary technical interface to clients for the coordination of hardware and/or software support and delivery of operational services as required by the client.

  • They advise clients of preventive maintenance, configuration, operation and environmental factors which may impact product performance or impair client's IT operation.

  • They may also perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products.

  • They are accountable to ensure a high level of client satisfaction with service delivery, technical support and operational services for the client account(s).

  • When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy.

  • They are responsible for the technical value relationship to protect revenue base and identify new services opportunities.

  • The employee focuses on individual/team objectives and development of professional effectiveness.

Skills.

  • Environment: Professional knowledge related to incumbent's position, team, and department. Requires ability to absorb professional knowledge quickly and develop skills.

  • Communication/Negotiation: Draw upon professional concepts to collaborate with others to carry out assigned duties. Negotiation is required.

  • Problem Solving: Recognize job-related problems. analyze causes using existing techniques or tools, prepare and recommend solution alternatives. Challenge the validity of given procedures and processes with the intent to enhance and improve.

  • Contribution/Leadership: Works on professional projects; work is often reviewed for developmental purposes. Understand the standard mission of the professional group and vision in own area of competence. May directly influence people in own project. Position may require coordination of activities of less experienced or less knowledgeable team members.

  • Impact on Business/Scope: Accountable for individual or team results. May contribute by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.

  • Technical: Certified of Network skills and technology. Software Defined Network Cisco ACI, Checkpoint, F5, PaloAlto, FireEye.. administration.

Languages

  • English communication skills (listening, speaking and writing) is required.

Required Technical and Professional Expertise

  • See the JD

Preferred Technical and Professional Expertise

N/A

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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