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Customer Service Representative - Edmonton

Job IDGTS-0639139Job typeFull-time Regular
Work countryCanadaPosition typeProfessional
Work cityEdmontonPosted06-Mar-2014
Travel100% travel annuallyJob areaIT & Telecommunications (non consulting)
Business groupGlobal Technology ServicesJob categoryTechnical Services
Business unitTSSJob roleCustomer Service Representative
Job role skillsetGeneral
Commissionable/Sales-Incentive jobs onlyNo

Job description
IBM Global Technology Services, the largest Information Technology services provider in the world, integrates IBM’s broad range of services, hardware, software and research to help meet the IT needs for a wide range of companies. The IBM Global Technology Services portfolio includes: Business Continuity and resiliency services, Integrated Technology services, Security and privacy services, Strategic Outsourcing Services, Managed Business Process Services and Applications on Demand. For more information on IBM Global Technology Services please visit

This posting is for the Technical Support Services division of IBM. This is the Software & Hardware support division of IBM Canada Ltd. We install/maintain a variety of IBM and Non-IBM (OEM) equipment. This includes Mainframe / Midrange / Intel Servers / Storage Systems / Banking Industry / PC / Printer and Network (Cisco) environments. We are a National service organization with offices in every major city across Canada. This position will be part of a team of technicians delivering services in Edmonton and Northern Alberta area.

Responsibilities include: The delivery of break/fix services, installations and project work in the Automated Banking Industry area. The environment is a 7x24 operation so some shift work and on-call rotations are part of the role. You must have a valid drivers license.

  • Hardware knowledge in Automated Banking Machine (ABM), CDU/CRU equipment, PCs, printers and networks are demonstrated assets.
  • Software knowledge and skills.
  • Demonstrated trouble shooting skills are required.
  • Demonstrated customer services skills are required.
  • Excellent verbal and written communications skills are required.
  • Demonstrated time management and organizational skills are required.
  • The ability to follow instructions is required.
  • The ability to work on your own is required.
  • Demonstrated team skills are needed.
  • Mechanical aptitude is required.
  • Must be a self starter.

    The Edmonton Branch is looking for a candidate to work in our Automated Banking Industry area. You will be a member of a team responsible for maintaining and installing a variety of automated banking equipment in Edmonton and Northern Alberta. These are highly mechanical machines that demand high availability. Following preventative maintenance procedures are essential in working with this equipment. Dealing directly with our customers is a key aspect to this position. This position includes some shift work and on-call/stand-by rotations. You must have a valid driver’s license.

    This individual must be able to work well with a group of peers. You must have demonstrated interpersonal skills as dealing with customers is a constant component to this role. ABM experience would be preferred but a person with a demonstrated mechanical aptitude, working experience repairing computers and printers, and demonstrated troubleshooting skills would be a good fit. Problem solving skills and attention to detail are also important requirements for this role.
  • Required
    • Technical Diploma
    • At least 5 years experience in Apply Problem Solving Techniques
    • At least 5 years experience in Apply Customer Satisfaction Skills
    • Security clearance of National Agency Check (NAC) - Active
    • English: Fluent
    • Associate's Degree/College Diploma in Information Technology
    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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
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