Job Description

Your Role and Responsibilities

They are assigned account-level responsibilities to provide accounts with total account systems support. They act as the primary technical interface to customers for hardware and software technical and operational support, and for the delivery of services as required by the customer and as such may be the leader of a team of Technical Availability Representatives. They provide technical assistance and account management advice to less experienced personnel. They plan for, and execute, hardware services activities and assist in software services activities including systems assurance, installation planning, account management, systems-level problem determination, installations, discontinuance, relocation, diagnosis, etc. for IBM and non-IBM systems  They are accountable to ensure a high level of customer satisfaction with Service delivery, technical support and operational services for the customer account(s). When critical situations occur, they are the IBM technical interface to customers 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, particularly as it relates to base and enhanced support. They are responsible for the technical value relationship by providing expertise to protect revenue base and identify new services opportunities. The employee leads technical support or the business processes.
Skills:
Environment:
Experience and working knowledge in key functional processes. Awareness of business activities.
Communication/Negotiation:
Exchanges information, ideas and concepts. Requires negotiation to achieve coordination.
Problem Solving:
Use advanced technical knowledge to perform and apply new technical procedures to the business processes. May recommend improvements to existing technical procedures based on understanding of new technologies.
Contribution/Leadership:
Working individually or as a team member, may set work priorities within well established procedures and objectives.
May provide coordination of activities.
Gives technical direction. Viewed as a technical expert.
Impact on Business/Scope:
Accountable for individual results, and for the impact of the results on the team, interrelated activities, or project.

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Required Technical and Professional Expertise

N/A

Preferred Technical and Professional Experience

N/A

Eligibility Requirements

N/A

About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network.  It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM

What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM

IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

IBM is committed to creating a diverse environment and is proud to be an equal opportunity emp

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