Service Support Rep - Dallas Texas MVS

At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You’ll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress. As a System Services Representative for MVS Server, you will act under the category of Support as a Service (SaaS) function, providing on-site installation, maintenance, and repair of non-IBM server products. You will deliver technical support and operational services to clients, ensuring a high level of client satisfaction. Your primary responsibilities will include: • Perform On-Site Installation: Install, maintain, and repair non-IBM server products, such as Dell, Oracle, and Fujitsu, at client sites. • Deliver Technical Support: Provide technical assistance, problem determination, and resolution for client issues related to installation, update, configuration, operations, or performance. • Execute Services Activities: Conduct Technical Delivery Assessment, installation planning, account management, and other customized project-based services as required. • Collaborate with Support Centers: Work with professionals in different support centers and business units to achieve high-quality problem resolutions and ensure client satisfaction. • Maintain Technical Certifications: Update Digital Technical Certifications and Soft Skills trainings to provide outstanding IBM service for clients. Exposure to Server Products: Familiarity with non-IBM server products, such as Dell, Oracle, and Fujitsu, including their installation, maintenance, and repair. Basic Understanding of Operating Systems: Knowledge of operating systems, associated software, and the functions and capabilities of servers. Experience Working with Technical Tools: Familiarity with IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations. Exposure to IT Engineering: Basic understanding of information technology engineering concepts, including installation, customization, operation, recovery, and tuning. Familiarity with Hybrid Cloud Environments: Basic knowledge of Hybrid Cloud client environments and the ability to provide onsite Infrastructure Services, maintenance, and consultancy. The work location is specifically Roanoke, Texas. And the work arrangement is 100% onsite. Ability to work a rotating 12-hour day shift schedule (7:00 AM to 7:00 PM), consisting of 3 days one week and 4 days the following week. Week 1 schedule: Sunday, Monday, and Tuesday. Week 2 schedule: Sunday, Monday, Tuesday, and Wednesday, repeating on a bi-weekly rotation. • Familiarity with IT Service Management: Exposure to IT service management principles and practices, including problem determination, incident management, and service delivery. • Knowledge of Cloud Computing: Basic understanding of cloud computing concepts, including hybrid cloud environments and infrastructure services. • Exposure to Data Analytics: Familiarity with data analytics tools and techniques, including data analysis and interpretation. United States Infrastructure & Technology Professional Dallas, US (0147) International Business Machines Corporation