System Service Representative-Greater Richmond Area

IBM; Herndon (VA); On-site; USD 65,000 - 75,000; Full time

Job summary

IBM in Herndon, VA seeks a System Services Representative (Commercial & Consumer) to perform on-site installation, maintenance, and repair of high-volume products. You will troubleshoot, resolve incidents, and advise on resolutions to ensure client satisfaction.

You will work with IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, stay current with certifications, and collaborate with cross-functional teams to deliver reliable, secure service for enterprise

Qualifications

• Exposure to hardware and software solutions.
• Understanding of operating systems and related software.
• Familiarity with on-site installation, maintenance, and repair.

Responsibilities

• On-site installation, maintenance, and repair of high-volume commercial products.
• Provide technical support and resolve incidents to customer satisfaction.
• Collaborate with support centers and business units for high-quality resolutions.
• Utilize IBM tools such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics to drive automation.
• Maintain technical expertise through certifications and trainings.

Skills

Hardware & software

Operating systems

On-site services

IT engineering basics

Data analytics

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.

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 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 support problem source identification, resolve incidents, and advise on potential resolutions to ensure 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 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.

Preferred Education

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: Basic understanding of operating systems, associated software, and the functions and capabilities of machines to support problem source identification and resolution.
• Familiarity with On-Site Services: Exposure to on-site installation, maintenance, and repair of high-volume commercial products, including Technical Delivery Assessment and installation planning.
• Basic Knowledge of IT Engineering: Understanding of the technology and concepts related to high-volume commercial products to provide technical assistance and troubleshoot issues.

Preferred Technical And Professional Experience

• Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments to support client operations.
• Knowledge of IT Consulting: Basic understanding of customized project-based services, including Technical Delivery Assessment, installation planning, and account management.
• Exposure to Data Analytics: Familiarity with tools like Watson Einstein Analytics to drive automation and improve effectiveness of client operations.