Service Support Representative - Oklahoma City

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 be responsible for delivering technical support and operational services to clients, ensuring a high level of 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 delivery of services.
• Deliver Technical Support: Provide technical support and problem determination for clients, resolving incidents and advising on potential resolutions and their implementation.
• 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 Client Relationships: Act as the IBM technical interface to clients, managing critical situations and ensuring a high level of client satisfaction with service delivery and technical support.
• Maintain Technical Expertise: Update Digital Technical Certifications and Soft Skills trainings to demonstrate proficiency in HW and SW solutions and provide outstanding IBM service to clients.

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for high-volume commercial products such as Lenovo PC and Apple.
• Experience Working with Technical Tools: Knowledge of IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Understanding of Operating Systems and Associated Software: Basic understanding of the functions and capabilities of machines, including operating systems and associated software.
• Familiarity with On-Site Infrastructure Services: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Basic Knowledge of Technical Support Strategy: Understanding of technical support strategy and ability to advocate for IBM's technical support approach.
• Must reside in Oklahoma City metro area.
• Must be able to lift 28 lbs to chest height, work from a ladder and have a reliable vehicle.

• Familiarity with IT Engineering: Exposure to information technology engineering concepts, including installation, customization, operation, recovery, and tuning of high-volume commercial products.
• Knowledge of Hybrid Cloud: Experience working with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• Understanding of Technical Tools: Exposure to IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations. Experience with IBM Power, Storage and Z-series Hardware.