IBM Customer Service Representative in RICHMOND, Virginia

This Posting is for an entry level to mid level position, based on previous experience, in Richmond, VA and the surrounding area. The SSR Role is as 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, 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.

  • Prior hands on experience with computer hardware

  • Problem determination is vital skill for this position

  • Some weekend, second shift, and emergency work

  • Travel to other Metro area of Virginia

  • VA drivers license

Domestic Non-Delivery