Systems Services Representative

Introduction

The mission of IBM Systems Support technical representatives centers around delivering predictive, proactive, and resilient support for IBM infrastructure solutions. Their core responsibilities and mission include:

• Ensuring system availability, performance, and security through advanced support services.
• Using AI and analytics to anticipate and resolve issues before they impact business operations.
• Providing multivendor support to simplify IT maintenance with a single point of contact.
• Collaborating closely with product design engineers to offer deep technical expertise and tailored solutions.
• Extending the lifecycle of IBM systems like IBM Storage , IBM Power, IBM Z, and IBM LinuxONE through service extensions .

Your role and responsibilities

RTS ( Remote technical Support) Responsibilities:

• Receive, acknowledge, manage, and handle support cases created by customers/BP.
• Communicate with customers/BP to get the issue details and the required logs, documents and information required.
• Review logs, documents and information then create the corrective AP including parts.
• If required, escalate the case to L3 support team to get more help in creating the corrective AP.
• Guide customer to perform the corrective AP remotely.
• Collect the required logs, documents and information required after performing the corrective AP to confirm that the issue is resolved.
• Perform PCC ( Positive Call Clouser).
• Follow and adhere to the customer care KPI ( Key Performance Indicator)

Onsite Engineer Responsibilities:

• Communicate with customer to arrange for the onsite visit date and time.
• Communicate with customer to arrange for site access requirements.
• Attend onsite and perform all the prerequisites tasks prior to accessing the server.
• Perform the corrective AP shared by the RTS engineer.
• Installing and configuring a new Windows or Linux Server.
• Troubleshooting a server outage caused by a hardware failure.
• Testing a disaster recovery plan to ensure data can be restored after a system failure.
• Collaborating with network engineers to resolve a connectivity issue.
• Documenting the steps for setting up a new server environment.

Skills:

• Operating Systems: Strong knowledge of Windows Server and Linux distributions.
• Server Hardware: Familiarity with server hardware components, including CPUs, memory, storage, and networking devices.
• Networking: Understanding of networking concepts like DNS, DHCP, and VPNs.
• Virtualization: Experience with virtualization technologies like VMware or Hyper-V.
• Troubleshooting: Excellent problem-solving and troubleshooting skills.
• Communication: Strong written and verbal communication skills.
• Project Management: Ability to manage projects and work independently.
• Security: Understanding of security best practices and experience with security tools.

Main Platforms : IBM Storage all products , IBM Power all products and Intel servers

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Technical Expertise:

• Provide technical guidance on IBM Infrastructure including Power/ Storage & MF .

• Serve as the primary technical advisor and advocate to IBM TLS Partners

Coordination:

• Monitor support-related projects, configuration enhancements, and performance tuning.
• Ensure alignment with client objectives and timelines.
• Proactive Guidance and reporting.

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.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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

Client-provided location(s): Dubai, United Arab Emirates

Job ID: IBM-49806

Employment Type: OTHER

Posted: 2025-08-06T15:51:27