We are delighted to inform you all of an exciting, new, full-time supplemental career opportunity at IBM Canada Ltd. We are currently seeking to hire a motivated self-starter for the position of Main Frame / Enterprize System Services Representative.
The Mainframe / Enterprize System Services Representative is responsible for all activities related to providing service to IBM and other equipment manufactures Servers & Mainframes, including the peripheral and network equipment that makes up a complex system environment. This will include maintaining complete and accurate customer records, interacting with customers. Strong interpersonal skills and the ability to create a connection with customers is vital in this position.
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.
Assumes additional responsibilities as assigned.
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.
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.
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.