Overview
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.
Responsibilities
* Assist senior engineers with technical and multi‑person support activities across a range of products, including hand‑held devices, laptops, base‑level servers and network equipment.
* Develop broad and deep technical support skills, including hardware support for data centre products such as servers, power, storage and mainframes.
* Provide break‑fix and hardware installation activities to a variety of IBM logo and multi‑vendor hardware platforms.
* Work independently while being remotely supported, recognizing service‑level targets and meeting them without supervision.
Qualifications
* Required Technical and Professional Expertise:
o Adopt manual handling practices based on appropriate training.
o Manual dexterity; use of hand tools and simple test equipment.
o Enhanced objection handling and creative problem‑solving skills.
o Physical and cyber security awareness.
o Work in a controlled and structured way, showing considered decision‑making.
o Flexible and adaptable with varied working hours and shift patterns.
o Eager to learn new skills and technical platforms.
o Uphold IBM brand image and effectively communicate to different groups.
o Broad knowledge of the consumer and business IT marketplace and a sound basis of IT competences.
o Independent work with remote support precedences.
o Integrate into a pre‑existing team.
o Full UK driving licence.
o Security clearances may be required to meet account requirements.
* Preferred Technical and Professional Experience:
o Excellent troubleshooting and problem‑solving skills.
o Demonstrated ability to deliver resolution to a problem.
o Client‑facing skills.
o Experience working on IBM‑logo products.
o Experience working on Cisco network products.
o Experience as a field engineer.
Shift Pattern
* Shift coverage is 24/7; successful candidates must join the territory shift rotation pattern with their SSR colleagues.
* Shift uplift payment is supplied in addition to salary each month.
* An ‘out‑of‑hours’ working health assessment is available.
Location
* 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.
IBM is 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, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by applicable law. IBM also complies with all fair employment practices regarding citizenship and immigration status.
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