Service Support Rep - Dallas Texas

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.

Required education

High School Diploma/GED

Preferred education

None

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.
• This is a field-based/mobile position that requires frequent travel by car to client sites across the Dallas, Texas area.
• Candidate must have a reliable vehicle.

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.

ABOUT BUSINESS UNIT

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 LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

• Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being
• Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs
• Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law
• Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals
• Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.