| Job description |
| This role is an individual contributor responsible for on-site installation, maintenance and repair of IBM and multi-vendor systems and components, including hardware, networking products, software and operating systems. They 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. They advise clients of preventive maintenance, configuration and operation and environmental factors which may impact product performance or impair client's IT operation. They may also perform services activities such as systems assurance, installation planning, account management, systems-level problem determination, discontinuance and relocation of IBM and non-IBM systems and products. They are 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 the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical value relationship to protect revenue base and identify new services opportunities For entitled products the applicant will plan for, and execute pro-active services activities, including gathering performance monitoring data, info on known software problems and microcode/firmware new releases, providing on regular base the account with reports and advice's aimed to prevent system downtime or performance degradation and to inform the client about every new technology, services or practice that could optimize the client’s IT environment. The applicant are accountable to ensure a high level of client satisfaction with Service delivery, technical support and operational services by taking all the possible actions to avoid that a client perceived problem or irritation will become a critical situation, putting at risk his/her satisfaction and loyalty. If a technical critical situation occurs, they are the IBM interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to articulate, IBM's technical support strategy, particularly as it relates to base and enhanced support. They are responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities. The applicant will provide technical assistance and account management advice to less experienced personnel. They plan for, and execute hardware services activities and assist in software services activities including systems assurance, installation planning, account management, systems-level problem determination, installations, discontinuance, relocation, diagnosis, etc. |
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| 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. APPLY |
Technical Support Services: Sales
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