IBM System Service Representative - Customer Engineer

System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services. Engineering support activities will include initially working alongside senior engineers assisting with technical and multi-person support activities across a range of products including hand-held devices, laptops, base-level servers and network equipment. The successful candidates will develop broad and deep technical support skills that will include hardware support to Data Centre products - Server, Power, Storage & Mainframe. Full training will be provided.

Shift Pattern: IBM TLS provide 24/7 maintenance coverage to our clients. It is mandatory that the successful candidates will be required to join the territory shift rotation pattern with their SSR colleagues. A shift up-lift payment is paid in addition to salary each month. An ‘out of hours’ working health assessment is available.

Your role and responsibilities: This is an opportunity to join the IBM Customer Engineering team providing break-fix and hardware installation activities to a variety of IBM logo and multi-vendor hardware platforms.

Location Statement: These roles are ideally based in the following locations with the expectation of reasonable travel elsewhere within shift hours: Hampshire, with expected travel across the South of England; North London / Home Counties, with access to the M25, North Circular, A1 and M1, and convenient transport links into Central London.

Required technical and professional expertise:

• Able to adopt manual handling practices based on appropriate training
• Manual dexterity
• Be able to use hand tools and simple test equipment
• Have enhanced objection handling skills
• Creative and analytical problem solving skills
• Physical and cyber security awareness
• Be able to recognise service level targets and work unsupervised to meet them
• Work in a controlled and structured way
• Show considered decision making
• Varied working hours and shift patterns
• Eager to learn new skills and new technical platforms
• Flexible and adaptable
• Able to uphold IBM brand image
• Able to effectively communicate to different groups of people
• Broad knowledge of the consumer and business IT marketplace
• Have a sound basis of IT competences
• Ability to work independently - whilst at all times being supported remotely
• Able to integrate into a pre-existing team
• Full UK driving licence
• Security Clearances may be required to meet Account requirements

Preferred technical and professional experience:

• Excellent Troubleshooting and problem-Solving Skills
• Ability to demonstrate that actions taken have delivered resolution to a given problem
• Client facing skills
• Preferable but not essential: Experience of working on IBM logo products, Experience of working on Cisco network products, Experience of working as a field engineer

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.