System Service Representative Boston South

IBM; Boston (KY); On-site; USD 70,000 - 90,000; Full time

Job summary

IBM in the United States is seeking a System Services Representative for zSystem to perform on-site installation, maintenance, and repair of Mainframe series equipment, and to contribute to Technical Delivery Assessments and planning.

You will collaborate with global teams, manage client relationships to ensure satisfaction, and keep Digital Technical Certifications up to date to support hardware and software solutions.

Qualifications

• Mainframe equipment knowledge of installation, maintenance, and repair procedures.
• Experience in problem source identification, incident resolution, and advising on resolutions.
• On-site service delivery including installation planning and account management.
• Familiarity with IBM tools such as Salesforce Cognitive Support Platform and Watson Analytics.
• Experience updating digital technical certifications and soft skills training.

Responsibilities

• Install and maintain Mainframe series equipment on-site, ensuring timely delivery of services.
• Provide technical delivery assessment, installation planning, and account management.
• Collaborate with professionals in different support centers and business units to resolve issues and deliver IBM service quality.
• Manage client relationships to ensure high satisfaction with service delivery and support.
• Update and demonstrate proficiency in digital technical certifications and soft skills trainings.

Skills

Mainframe equipment knowledge

Technical problem-solving

Technical service delivery

Collaboration tools

Digital technical certifications

Education

Associate's Degree/College Diploma

Tools

Cognitive Support Platform (Salesforce)

Watson Einstein Analytics

Job description

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 zSystem, you will be responsible for on-site installation, maintenance, and repair of Mainframe series equipment. You will also perform services activities such as Technical Delivery Assessment, installation planning, and account management.

Your Primary Responsibilities Will Include

• Install and Maintain Equipment: Perform on-site installation, maintenance, and repair of Mainframe series equipment, ensuring timely and effective delivery of services.
• Provide Technical Support: Support problem source identification, resolve incidents, and advise on potential resolutions and their implementation to ensure client satisfaction.
• Collaborate with Teams: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and deliver outstanding IBM service to clients.
• Manage Client Relationships: Ensure a high level of client satisfaction with service delivery, technical support, and operational services for client accounts.
• Update Technical Certifications: Demonstrate proficiency in HW and SW solutions by constantly updating Digital Technical Certifications and Soft Skills trainings.

Preferred Education

Associate's Degree/College Diploma

Required Technical And Professional Expertise

• Mainframe Equipment Knowledge: Exposure to Mainframe series equipment installation, maintenance, and repair procedures, including understanding of associated software and operating systems.
• Technical Problem-Solving: Experience working with problem source identification, incident resolution, and advising on potential resolutions and their implementation.
• Technical Service Delivery: Exposure to on-site service delivery, including Technical Delivery Assessment, installation planning, and account management.
• Collaboration Tools: Experience working with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations.
• Digital Technical Certifications: Exposure to maintaining and updating Digital Technical Certifications and Soft Skills trainings to ensure proficiency in HW and SW solutions.

Preferred Technical And Professional Experience

• Mainframe Software Knowledge: Exposure to associated software and operating systems used in Mainframe series equipment, including understanding of their functions, capabilities, and uses.
• Hybrid Cloud Environments: Experience working with onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments.
• IT Engineering Principles: Exposure to general electric and information technology engineering principles, including installation, customization, operation, recovery, and tuning.