IBM Global Business Services (GBS) is the world’s largest consulting services organization. IBM GBS provides clients with business transformation and industry expertise, and the ability to translate that expertise into integrated, responsive, innovative business solutions and services that deliver bottom-line business value. IBM GBS provides leading transformation consulting across a range of industries as well as in the following key business function areas: Strategy and Change; Applied Technologies; Application Services; Financial Management; Human Capital Management; Customer Relationship Management; Marketing; Sales & Services; Supply Chain & Procurement, and Business Analytics and Optimization.
We are recruiting to fill the following position:
Job Title: SERVICE SUPPORT REPRESENTATIVES
Job Description
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/department/ operational objectives.
Skills/Environment:
High level of experience in VMWare with server / workstation skills, backup and storage. Interlocking with VMware support team and resolving in a timely manner, IBM blade center / X series machines, P series, Virtual Tape Library and tape library.
Communication/Negotiation:
Engaged as an independent professional. Ability to articulate and compare alternatives approaches. Negotiate with specified objectives.
Problem Solving:
Recognize problems related to project objectives. Creativity and judgment applied to professional, technical, or operational problems. Independently generates solutions,
based on analytical skills & business knowledge. Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
Contribution/Leadership:
Works on special projects, or leads small teams, or manages routine technical/ operational activities or departments (national or international). Understands departmental mission and vision. Provides advice in technical/operational domain of specialization. Generally controls own work priorities and methods requiring trade-offs.
Impact On Business/Scope:
Accountable for individual or team, or department results, and for the impact of the results on functional activities. Participates in overall departmental program planning. May have budgetary responsibility. Contributes by supporting activities that are subject to business measurements, impact customer satisfaction, or impact immediate costs or expenses.”
Qualifications/Requirements:
High School Diploma/GED
At least 2 years experience in Basic Networking Concepts
At least 2 years experience in IMAC(Install, Moves, Adds, Changes) Process experience
At least 2 years experience in Manage Client Engagement
At least 2 years experience in Hardware Maintenance
English: Fluent.
At least 3 years experience in Basic Networking Concepts
At least 3 years experience in IMAC(Install, Moves, Adds, Changes) Process experience
At least 3 years experience in Manage Client Engagement
At least 3 years experience in Hardware Maintenance.
Click here to Apply
Deadline: Friday, 28th of March, 2014.
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