System Service Representative-Winston-Salem, NC

International Business Machines Corporation; Charlotte (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

IBM Systems in Winston-Salem, NC is seeking a Systems Services Representative. This on-site role involves installation, maintenance, and repair of IBM and multi-vendor hardware and software in data centers.

You will be the primary technical interface to clients, coordinating services and ensuring smooth operation. The ideal candidate has strong customer service skills, basic computer knowledge, mechanical aptitude, and a collaborative mindset.

Qualifications

• Experience in Customer Service & Customer Interaction.
• Basic computer knowledge (e.g., hard drive, RAM, memory DIMM, IP address).
• Demonstrated mechanical aptitude with proposed repairs or replacements.
• Able to follow hardware maintenance manuals and use appropriate tools.
• Strong problem solving and teamwork orientation.

Responsibilities

• Serve as the primary technical interface for on-site installation, maintenance, and repair of IBM and multi-vendor systems and components.
• Advise clients on preventive maintenance, configuration, operation, and environmental factors affecting product performance.
• Ensure high client satisfaction with service delivery and technical support.
• Perform systems assurance, problem determination, relocation, and related services.
• Travel locally within the assigned territory to support client needs.

Skills

Customer Service

Troubleshooting

Mechanical Aptitude

Teamwork

Valid Driver's License

Education

Technical Diploma

Tools

Hardware Tools

Job description

Introduction

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries, and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Introduction

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries, and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Role And Responsibilities

IBM seeks to hire a Systems Services Representative for the Winston‑Salem, NC area. This role is for an individual contributor responsible for on‑site installation, maintenance, and repair of IBM and multi‑vendor systems and components including hardware, software, and operating systems in a data center environment.

Systems Services Representatives 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;
• Client advisors on preventive maintenance, configuration, operation, and environmental factors that may impact product performance or impair the client’s IT operation;
• 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 they are fixed;
• They may also perform services activities such as systems assurance, systems‑level problem determination, discontinuance, and relocation of IBM and non‑IBM systems and products;
• Local travel in the assigned Territory throughout the week in support of Client’s needs;
• Skills will begin with laptop, desktop, and printers, but will have the opportunity to expand their skill set to include Intel Server, Networking, and Storage support

IBM Technical Support Services (TLS) is a leader in Service Delivery Excellence, providing world class support to all of IBM’s Customers. The ideal Candidate will become part of a high-performance team, built on camaraderie, teamwork. TLS values professional growth, and is heavily invested in skills development, through Education & Training.

Note: This role requires candidates to have a valid driver’s license and a reliable vehicle. Schedule Monday to Friday 08:30pm - 7:00am.

Preferred Education

Technical Diploma

Required Technical And Professional Expertise

Ideal candidate will possess hardware and/or software support, commitment to Client Success, and the following skills:

• Have experience in Customer Service & Customer Interaction
• Have basic computer knowledge (e.g., knows what a hard drive, RAM, memory DIMM, IP address)
• Can demonstrate mechanical aptitude, and given the appropriate tools follow instructions to perform a repair or replacement (e.g., follow the instructions of a hardware maintenance manual to successfully complete a repair/replacement)
• Be comfortable using and working with various tools (e.g., laptop, screw driver, pry tool, needle nose pliers, wrench) to complete necessary installation, maintenance or repair tasks
• Problem solving skills
• Self‑motivator and enjoys working in a Team environment

This role requires candidates to have a valid driver’s license and a reliable vehicle.

Preferred Technical And Professional Experience

Candidates with the following skills are preferred, but not required:

• Technical school degree/diploma
• Prior experience in field repair of computer or mechanical equipment, preferred but not required