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systems support specialist

job id s_d-0371319 job type full-time regular
work country thailand posted 19-jul-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.
communication/negotiation
diagnoses complex machine malfunctions and corrects failures in ibm and selectednon-ibm equipment by making necessary repairs using specialized tools and test equipment. is
responsible to prioritize and schedule workload using reports and territory
knowledge to meet or exceed customer satisfaction objectives.has awareness of and informs
customers of basic solutions and services alternatives, i.challenges the validity of and makes
recommendations for improving the processes and procedures used for services delivery., for ibm and non-ibm systems.
assumes additional responsibilities as assigned.
the ssr will spend a majority of their time working on hardware related issues using prolbem analysis and prolbem solving skills for the identiifcation and resolution of hardware situations in the customer environment.
working conditions
normal/flexible office conditions at ibm and customer locations.
the ssr is assigned to accounts for system support and acts as a technical
interface to customers for hardware and sofwtare support and the delivery of
services as required by the customer.understands the mission of the unit and helps in the iden
required
bachelor\'s degree
english: fluent
additional information
sun support candidate and not senior candidate
ibm is committed to creating a diverse environment and is proud to be an equal opportunity employer. demonstrates required
proficiency in technical skills for this postiion.
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, particularly.high availability and responsiveness goals require
use of many communications technologies.may assist in the resolution of software and operational situations.or veteran status, genetics, all qualified applicants will receive consideration for employment without regard to race, gedner idetnity or exprsesion, natoinal orgiin, disaiblity, gedner, coolr, seuxal orienattion, relgiion, age.utiilzes diagonstic aids for software problem
deterimnation/problem soruce identification.
in addtiion to the postiion crietria of preivous psp - ssr posiitons, typcial
crietria of this position may inculde the following:
skills
environment
applies specialized technical training, experience and knowledge to assist
customers in the post sale support of ibm equipment.
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. frequent daily travel. diagnosis etc, discontinuances, installation planning, systems problem
determination, relocation, account management,
the ssr performs hardware and software services activities including systems
assurance.may be exposed
to moderately undesirable physical and environmental conditions at customer
sites. responsible for the technical value relationship by providing technical expertise to protect revenue base and generate new services business.performance and tuning a
nd capacity planning for customer platforms, e.ensures a high level of customer satisfaction with technical support and operational services, specifically.irregular customer driver work hours including
shift and weekend activity. 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.makes appropriate use of reference publications, support centers and diagnostic aids. migration,
problem solving
uses technical knowledge to analyze complex problems in the areas of
hardware/software installation, and operational services using
existing techniques and specialized tools.
retain and electronic customer support (ecs) to effect problem resolution, uses applications such as hone.

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