Field Service IT Technician (On-Site)

IBM; United States; Hybrid; USD 44,000 - 61,000; Full time

Job summary

IBM Systems is seeking a System Services Representative in a hybrid Memphis, TN role to install, maintain, and repair high-volume commercial devices on-site. You will diagnose issues, resolve incidents, and advise on resolutions to keep clients satisfied.

You’ll collaborate with support centers and business units, using IBM tools like Salesforce-based platforms and analytics to boost efficiency and service quality.

Qualifications

• 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.
• Familiarity with service management and support platforms, including Salesforce-based support tools.

Responsibilities

• 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.

Skills

Customer service

Problem diagnosis

Field service

Communication

Collaboration

Continuous learning

Incidents resolution

IT support processes

Education

High School Diploma/GED

Associate's Degree/College Diploma

Tools

Salesforce-based support tools

Job description

IBM Systems is seeking a System Services Representative in a hybrid Memphis, TN role to install, maintain, and repair high-volume commercial devices on-site. You will diagnose issues, resolve incidents, and advise on resolutions to keep clients satisfied.

You’ll collaborate with support centers and business units, using IBM tools like Salesforce-based platforms and analytics to boost efficiency and service quality.