Job Information
IBM System Service Representative (SSR) Querétaro in Mexico City, Mexico
Introduction
At IBM Infrastructure & Technology, we design and operate the systems that keep the world running. From high-resiliency mainframes and hybrid cloud platforms to networking, automation, and site reliability. Our teams ensure the performance, security, and scalability that clients and industries depend on every day. Working in Infrastructure & Technology means tackling complex challenges with curiosity and collaboration. You'll work with diverse technologies and colleagues worldwide to deliver resilient, future-ready solutions that power innovation. With continuous learning, career growth, and a supportive culture, IBM provides the opportunities to build expertise and shape the infrastructure that drives progress.
Your role and responsibilities
We are seeking two qualified engineers or systems professionals to join our team as System Services Representatives. The roles require strong technical knowledge of system services, hardware support, and incident management. The incumbents will coordinate and execute service activities, perform routine maintenance, troubleshoot issues, and ensure high availability of system environments for internal and external customers.
Key Responsibilities
Install, configure, and maintain system services and related hardware within defined environments.
Monitor system performance, availability, and reliability; respond to alerts and incidents promptly.
Diagnose and troubleshoot hardware and software issues; coordinate with vendors and internal teams as needed.
Perform preventative maintenance, patching, and firmware updates on servers, storage, networking, and peripherals.
Create and maintain standard operating procedures, runbooks, and escalation paths for common service scenarios.
Manage change requests, ensuring minimal service disruption and proper rollback plans.
Conduct regular health checks, capacity planning, and performance tuning.
Assist in the deployment of new services and upgrades, including testing and validation.
Maintain accurate documentation, asset inventories, and configuration management records.
Provide technical guidance and training to end-users and junior staff as required.
Collaborate with security teams to ensure compliance with policies and baseline hardening.
Participate in on-call rotations and after-hours support as part of the service coverage model.
Required technical and professional expertise
Bachelor’s degree in Engineering, Computer Science, Information Systems, or a related field; or equivalent professional experience.
1-2 years of hands-on experience in systems engineering, IT infrastructure, or a similar field.
Solid understanding of operating systems (e.g., Windows Server, Linux), virtualization, networking basics, and storage concepts.
Experience with hardware components and peripherals, hardware lifecycle management, and on-site attendance/repair processes.
Familiarity with incident management, ticketing systems, and change management practices.
Ability to read and interpret architectural diagrams, schematics, and system documentation.
Strong problem-solving, analytical, and communication skills.
Strong troubleshooting mindset and structured problem-solving approach
Ability to work independently and within cross-functional teams; comfortable in a dynamic environment.
Proficient documentation and reporting abilities; attention to detail.
Preferred technical and professional experience
Technical acumen with a focus on reliability and service excellence..
Effective communication with both technical and non-technical stakeholders.
Customer-oriented mindset with the ability to manage expectations and deliver timely updates.
Adaptability to changing priorities and on-call commitments.
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.