System Service Representative-Memphis TN

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.

Required education

High School Diploma/GED

Preferred education

Associate's Degree/College Diploma

Required technical and professional expertise

• 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.
• Strong communication and collaboration skills to work with support centers, business units, and customers.
• Commitment to continuous learning and professional development.
• Ability to manage multiple service requests while maintaining high customer satisfaction.
• Experience installing, maintaining, and repairing commercial computing devices.
• Knowledge of computer hardware, operating systems, and software troubleshooting.
• Ability to perform technical diagnostics, incident resolution, and preventive maintenance.
• Familiarity with service management and support platforms, including Salesforce-based support tools.
• Experience using analytics and automation tools to improve support effectiveness.
• Understanding of IT support processes, ticket management, and service delivery best practices.
• Ability to maintain current technical certifications and stay up to date on emerging technologies.

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 benefits program which may include medical & prescription drug coverage, dental, vision, mental health & well being, 8 paid holidays, minimum 56 hours paid sick time, 80 hours paid vacation, life insurance, 401(k), financial counseling, and the IBM Employee Stock Purchase Plan. IBM offers paid family medical leave and disability benefits to eligible employees where required by applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 15 days from this date or less if not needed to fill the role

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

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.