System Services Representative (Hanoi, VN)

  • Infrastructure & Technology
  • Professional

System Services Representative (Hanoi, VN)

  • Infrastructure & Technology
  • Professional

Introduction
System Services Representatives are the primary technical interface to clients for the coordination of hardware and software support and delivery of operational services.  Sound pretty important?  Absolutely!  You will advise clients of preventive maintenance, configuration, operation and environmental factors which may drastically impact product performance or impair the client’s IT operation.

Your Role and Responsibilities
System Services Representatives act under the category of Support as a Service function. They are responsible for on-site installation, maintenance, and repair of IBM products. They may also perform services activities such as Technical Delivery Assessment, installation planning, account management, systems-level problem determination, discontinuance, and relocation of this equipment, and other customized project-based services. They are responsible to support problem source identification related to installation, update, configuration, operations, or performance, resolve incidents, advise on potential resolutions and their implementation, and implement determined suggestions to the satisfaction of the customer. This includes an understanding of the technology, operating systems, associated software, the functions, and capabilities of the machine. The individual should have knowledge in the areas of installation, customization, operation, recovery, tuning, and information technology engineering. These representatives use IBM tools, such as Cognitive Support Platform (Salesforce) and Watson Einstein Analytics, to drive automation and improve effectiveness of our client operations. They may also provide onsite Infrastructure Services, maintenance, and consultancy for Hybrid Cloud client environments. The employees in this job role need to demonstrate proficiency in the HW and SW solutions by constantly updating their Digital Technical Certifications. It is also important to keep up to date with Soft Skills trainings (verbal and written communication, teamwork and collaboration, emotional intelligence, critical thinking, etc.), in order to provide outstanding IBM service for our clients. They need to constantly collaborate with professionals in different support centers and business units to achieve high quality problem resolutions. They are accountable to ensure a high level of client satisfaction with service delivery, technical support, and operational services for the client account(s). When critical situations occur, they are the IBM technical interface to clients and manage the situation until the problem is fixed. They have a thorough understanding of, and are able to advocate for, IBM’s technical support strategy. They are responsible for the technical value relationship to protect the revenue base and identify new services opportunities.


Required Technical and Professional Expertise

  • Communication skills with client in English and Vietnamese
  • Knowledge for IT infrastructure (Hardware, and Software)
  • Knowing IBM servers and RedHat services is an advantage


Preferred Technical and Professional Expertise
Experience of system delivery and/or Project manager

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About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate – they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio  designed for cognitive business and optimized for cloud computing.


Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?


About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.


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 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.

Key Job Details

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