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systems support specialist

job id s_d-0384120 job type full-time regular
work country thailand posted 01-aug-2011
work city bangkok job area engineering (hardware)
travel no travel job category technical services
business unit hr s&d job role systems support specialist
job role skillset general
commissionable/sales-incentive jobs only no
job description
position summary and responsibilities
the systems services representative (ssr) is primarily responsible for the post sale maintenance of ibm hardware such as system i , system p , san storage , tape subsystem and software in customer accounts.high availability and responsiveness goals require
use of many communications technologies.may assist in the resolution of sofwtare and operational situations.understands the mission of the unit and helps in the iden
required
bachelor\'s degree
english: fluent
ibm is committed to creating a diverse environment and is proud to be an equal opportunity employer.
working conditions
normal/flexible office conditions at ibm and customer locations. ensures a high level of customer satisfaction with techincal support and operational services, specifically.
the ssr will spend a majority of their time working on hardware related issues usnig problem analysis and problem solivng skills for the identification and resolution of hardware situations in the customer environment.
communication/negotiation
diagnoses comlpex machine malfunctions and corrects failures in ibm and selectednon-ibm equipment by making necessary repairs using specilaized tolos and test equipment. utilizes diagnostic aids for software problem
determination/problem source identification.
retain and electronic customer support (ecs) to effect problem resolution, uses applications such as hone.responsible for the technical value relationship by providing technical expertise to protect revenue base and generate new services business.
the ssr is assigned to accounts for system support and acts as a technical
interface to customers for hardware and software support and the delivery of
services as required by the customer.performance and tuning a
nd capacity planning for customer platforms, e.account management, diagnosis etc, systems problem
determination,
the ssr performs hardware and software services activities including systems
assurance, discontinuances, installation planning, relocation.and operational services using
exitsing techinques and specialized tools,
prbolem solving
uess technical knoweldge to anaylze complex prolbems in the araes of
harwdare/software installation, migrtaion.gedner, seuxal orienattion, relgiion, natoinal orgiin, genteics, gedner idetnity or expression, disability, color, all qualified applicants will receive consideration for employment without regard to race, age, or veteran status.has awareness of and informs
customers of basic solutions and services alternatives, i.may be exposed
to moderately undesirable physical and environmental conditions at customer
sites. , for ibm and non-ibm systems.demonstrates required
proficiency in technical skills for this position.irregular customer driver work hours including
shift and weekend activity.
contribution/leadership
- using well established procedures works on a variety of projects and
interrelated tasks such as installation teams, systems assurance reviews and ssr base
- operates assigned territory efficiently and provides high quality services. the ssr assumes responsibility for developing positive relationships with customer management and staff to ensure a high level of overall customer satisfaction in all assigned accounts,
in general.particularly,
the ssr has a significant understanding of and is able to articulate ibm\'s
technical support delivery methodology, as it relates to base and
enhanced support.challenges the validity of and makes
recommendations for improving the processes and procedures used for services delivery.
assumes additional responsibilities as assigned.
in addition to the position criteria of previous psp - ssr positions, typical
criteria of this position may include the following:
skills
environment
applies specialized technical training, experience and knowledge to assist
customers in the post sale support of ibm equipment. makes appropriate use of reference publications, support centers and diagnostic aids. frequent daily travel. is
responsible to prioritize and schedule workload using reports and territory
knowledge to meet or exceed customer satisfaction objectives.

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