19 days old

Senior Support Systems Services Representative

Toronto, ON M5H
  • Job Code

System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Sound pretty important? Absolutely! You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client's IT operation.

Your Role and Responsibilities
Primarily responsible for the post sale maintenance of IBM and other vendor hardware and software in customer accounts. Is assigned account-level responsibilities to provide accounts with total account systems support. Acts as the primary technical interface to customers for hardware and software technical and operational support, and for the delivery of services as required by the customer. Uses advanced technical expertise to conduct problem analysis and problem solving to identify and resolve complex system-level hardware, software and/or operational situations across the customer account. Provides technical assistance and account management advice to less experienced personnel. Plans for and executes hardware services activities and assists in software services activities including systems assurance, installation planning, account management, systems-level problem determination, installations, discontinuance, relocation, diagnosis, etc. for IBM and non-IBM systems.

-Acts as the local technical expert for complex hardware situations.

-In general, assumes the responsibility for developing positive relationships with customer management and staff to ensure a high level of overall customer satisfaction in all assigned accounts. Specifically, ensures a high level of customer satisfaction with IBM technical support and operational services for the customer account(s).

-Has a thorough understanding of and is able to articulate IBM's technical support strategy, particularly as it relates to base and enhanced support. Responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities.

Communication / Negotiation:

Demonstrates system-level technical, operational and account management leadership as it applies to customer situations with maintenance and services workload at assigned IBM account(s). Handles customer situations with a high level of sensitivity to customer needs, independently takes appropriate actions, and seeks assistance as required. Informs IBM management of developments and otherwise is accountable for customer satisfaction with the services provided.

Gives technical advice to less experienced personnel on hardware, software, operational and account management services activities.

Problem Solving:

Performs a full workload of complex system-level technical services to IBM customers including on-site maintenance and repair, equipment relocation, discontinuance and modification, system/network management, system/network reconfiguration and installation planning.

Diagnoses complex systems malfunctions. Corrects failures in IBM and selected non-IBM equipment by making necessary repairs using specialized and state-of-the-art tools and test equipment. Makes appropriate use of reference publications and support centers. Utilized diagnostic aids for software problem determination/problem source identification. Uses applications such as HONE, RETAIN and Electronic Customer Support (ECS) to effect problem resolution.

Recognizes, then initiates and directs, the resolution of hardware and software problems. Invokes and utilizes IBM support structure as appropriate.

Analyzes problems in the areas of hardware/software installation, migration and operational services using existing techniques and tools. Provides solutions and services alternatives to customers; i.e. system/network management, performance, tuning and capacity planning for complex customer platforms across the assigned account(s).

Challenges the validity of and recommends improvements in the technical processes and procedures used for services delivery

Working Conditions:

Normal / flexible office conditions, frequently exposed to demands of travel and irregular work hours.


Works individually or as a team leader on projects such as the preparation and presentation of systems assurance reviews using IBM applications for configuration, verification and planning. Provides hardware technical leadership to department.

Operates assigned account(s) efficiently and provides high quality technical services in a complete, quality and timely manner to meet or exceed customer commitments and minimize disruptions to the customer's operation. Plans, prioritizes and schedules workload and resources using territory reports and knowledge to meet or exceed customer satisfaction objectives.

Understands the mission and vision of unit and geography and identifies IBM services business opportunities. Understands the services business process.

Assumes account ownership when there is no other IBM presence; i.e. ensures the appropriate IBM resource / organization is available and assists the customer in ordering additional hardware products and software maintenance including preventative service/support activities. Provides technical advice which influences customers' purchase decisions.

Impact on Business/Scope:

Accountable for individual or team results; i.e. meet or exceed the hardware, software, services and operational business measurements for assigned account(s) and/or teams. Submits accurate and timely reports, QSARS, time cards, etc.

Meets or exceeds customer satisfaction and profit / revenue for assigned account(s).

For assigned account(s), protects install base, manages expense by finding ways to improve efficiency and reduce costs. May grow revenue year to year by influencing customers to contract for additional maintenance and operational services.

Provides recommendations that will improve revenue / expense / profit.

Work Location(s) Niagara Region/Hamilton/Burlington/Oakville/Guelph/Kitchener/Waterloo/Stratford Area.

Required Technical and Professional Expertise

-Applies advanced training, experience and in-depth systems and account management knowledge to assist customers in the post sale support of IBM and selected other vendor systems and equipment.
Demonstrates required proficiency in system-level technical support and account management skills for this position.

-Helps to develop skills and planned activities for SSRs including on the job training (OJT) that will supplement the SSR's formal and informal training. Works with management on determining progress and appropriate assignments that will accelerate the SSR's learning potential.

-Assists newer employees with knowledge transfer on TTS operational processes, parts accounting, escalation/crisis management and business controls practices that enable the employee to adapt quickly and be audit compliant.

-Demonstrates customer skills and assists less experienced or lower banded SSRs with the knowledge and interaction skills.

Preferred Technical and Professional Expertise

Assumes additional responsibilities as assigned.

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking.If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS isthe place for you!

Your Life @ IBM
What matters to you when youre looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBMs greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.



  • Computers Software and Hardware
Posted: 2019-11-01 Expires: 2019-12-01

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Senior Support Systems Services Representative

Toronto, ON M5H

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