"Alerted.org

Introduction

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.

Your role and responsibilities

This role is responsible for on-site installation, maintenance and repair of IBM, Multi-Vendor Systems (including the Support as a Service vendors, like Lenovo, NetApp, Teradata, Cisco, and others), and components, including hardware, networking products, and associated firmware. They are the onsite technical interface to clients for the completion of onsite tasks. They deliver the services as required by the client. They support clients with preventive maintenance, basic configuration, and perform service activities such as systems assurance, installation planning, account management, systems-level problem determination, and 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). They have a thorough understanding of, and are able to articulate, IBM's technical support strategy. They are responsible for the technical relationship to protect the revenue base and identify new services opportunities. SSR’s may assist in generating new leads that improve the client experience and result in new incremental revenue growth for IBM via the TSS Leads program (DNSO). They maintain a complete and accurate customer record on the Cognitive Support Platform and other relevant tools, and they interact with customers with their strong interpersonal skills, and they give accurate estimations, within reason, on active work ordersProduct Services'

Required technical and professional expertise

• Exposure to Hardware and Software Solutions: Familiarity with installation, customization, operation, recovery, tuning, and information technology engineering for high-volume commercial products such as Lenovo PC and Apple. • Experience Working with Technical Tools: Knowledge of IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of client operations. • Understanding of Operating Systems: Basic understanding of operating systems, associated software, and the functions and capabilities of machines to support problem source identification and resolution. • Familiarity with On-Site Services: Exposure to on-site installation, maintenance, and repair of high-volume commercial products, including Technical Delivery Assessment and installation planning. • Basic Knowledge of IT Engineering: Understanding of the technology and concepts related to high-volume commercial products to provide technical assistance and troubleshoot issues.

* Must be a self-motivated

* Must be located in Baton Rouge, Louisiana area.

* Have experience in Customer Service & Customer Interaction

* Have experience with both IBM and OEM computer equipment

* Can demonstrate mechanical aptitude, and given the appropriate tools follow instructions to perform repairs or replacement of computer equipment using the instructions of a hardware maintenance manual.

* Is Comfortable and demonstrated ability in working with and using various tools (e.g. laptop, screwdriver, pry tool, needle nose pliers, wrench) to complete necessary installation, maintenance, or repair task

* Problem solving skills

* Must have dependable transportation, ability to lift 40 lbs to chest height and climb a ladder to 10'.

* This is a field-based/mobile position that requires frequent travel by car to client sites across the Baton Rouge, LA area. As such, the work location is considered Baton Rouge, LA.

* Must possess a valid driver’s license and must have reliable vehicle.

Preferred technical and professional experience

• Familiarity with Hybrid Cloud: Exposure to onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments to support client operations. • Knowledge of IT Consulting: Basic understanding of customized project-based services, including Technical Delivery Assessment, installation planning, and account management. • Exposure to Data Analytics: Familiarity with tools like Watson Einstein Analytics to drive automation and improve effectiveness of client operations.

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.