System Services Representative (f/m/x)

Introduction
As a System Services Representative (SSR), you will provide on‑site technical support for our clients within an assigned service region in Germany. In this role, you are responsible for the installation, maintenance, and repair of IBM and multi‑vendor systems (including Lenovo, Dell, Net App, Teradata, Cisco, and Supermicro), as well as for supporting hardware, network components, and firmware‑related tasks.
We are expanding our team and are looking for two motivated technicians who enjoy implementing modern IT solutions for customers, taking ownership, and working in a strong, future‑driven environment.
The positions are available nationwide in Germany, at our Münster, Cologne, Hannover, and Frankfurt locations.
Your role and responsibilities
As a System Services Representative (SSR) you act as the primary technical interface to our clients, ensuring that all service and support activities are delivered professionally, reliably, and with a strong customer focus. Your responsibilities include:
Performing preventive maintenance, basic configuration tasks, and system assurance activities
Planning and executing installations, relocations, and system decommissioning
Conducting on‑site troubleshooting, diagnostics, and problem determination
Supporting both IBM and non‑IBM hardware environments across complex IT infrastructures
Maintaining complete and accurate customer records in the Cognitive Support Platform
Providing clear communication and realistic status updates for active work orders
Ensuring the highest level of customer satisfaction and identifying potential service improvement or expansion opportunities
Collaborating with internal teams while representing IBM’s technical support strategy towards clients
You work confidently in German (spoken and written) and possess solid English skills to understand technical documentation and communicate with international stakeholders. You can explain complex technical topics clearly and concisely and are committed to continuous learning through IBM’s Your Training Portal to stay current with technologies, standards, and service processes.
Required education
Technical Diploma
Preferred education
Technical Diploma
Required technical and professional expertise

Required Technical Qualifications:

Completed training as an IT specialist for system integration, or an equivalent technical qualification
Experience as a hardware technician or IT specialist in complex IT environments
Knowledge in server and storage technologies
Basic operating system experience (Linux, AIX, Windows)
Strong interest in IT technology and customer‑focused communication

Technical Support & Field Service:

Installation, maintenance, and repair of IBM and multi‑vendor systems
Support and operation of hardware, networking products, software, and operating systems
On‑site troubleshooting, diagnostics, and incident resolution
Planning, coordination, and execution of installation activities and root‑cause analyses

Consulting & Customer Engagement:

Advising customers on preventive maintenance, system configuration, and operational requirements
Ensuring high levels of customer satisfaction through professional and reliable technical support
Acting as the primary technical interface between the customer and IBM, especially in critical situations
Identifying service improvement opportunities and supporting long‑term customer relationships

Project Work & System Integration:

Designing, installing, and configuring complex IT and telecommunications systems
Supporting project activities for major enterprise clients
Planning, executing, and ensuring quality delivery of technical projects
Preparing, documenting, and presenting system solutions to internal and external stakeholders

Teamwork & Continuous Development:

Close collaboration within an experienced, supportive, and cross‑functional team (Sales, Back‑Office, Control Center, Technology Sales)
Participation in off‑hours and on‑call service rotations
Commitment to ongoing professional development, supported by extensive training opportunities
Preferred technical and professional experience

Preferred Additional Skills:

Experience with audio and video conferencing systems
Strong hardware and/or media technology skills
In‑depth Lenovo knowledge
Experience with Dell technologies
Cisco certifications are a strong plus

Your Personal Strengths:

Independent and structured working style
Strong customer orientation and professional appearance
Team spirit and enjoyment of collaborative problem‑solving
High level of solution orientation
Excellent communication skills with customers and colleagues

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 500 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 qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS:

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

System Services Representative:

Job ID
102605
City / Township / Village
KOELN, Berlin, FRANKFURT
State / Province
Berlin, Lower Saxony, Hesse, North Rhine-Westphalia
Country
Germany
Work arrangement
Hybrid
Area of work

Infrastructure & Technology:

Employment type
Regular
Position type
Professional
Travel required
Up to 60% or 3 days a week (home on weekends - based on project requirements)
Company
(7240) IBM Deutschland GmbH
Shift
General (daytime)
Is this role a commissionable/sales incentive based position?
No
Application Info
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