Customer Service Engineer

Worldwide TechServices; Athens (GA); On-site; USD 42,000 - 54,000; Full time

Job summary

Worldwide TechServices in Athens, GA is seeking an IT helpdesk technician to perform basic and moderately complex troubleshooting and repair activities in end-user environments, including PCs, laptops, tablets and printers. You will provide support to client-identified VIPs and participate in IMAC activities.

You will communicate proactively with end-users and service desk, follow documented policies, and help meet customer service metrics while maintaining professional service standards.

Qualifications

• Basic and moderately complex troubleshooting and repair in end-user environments.
• Install/Move/Add or Change (IMAC) activities.
• Provide end-user desk-side support and other related activities.
• Meet customer service satisfaction levels and other metrics.
• Proactively communicate with end-users and service desk about status and estimates.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs

Job description

Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
Provide support to client identified VIPs
Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
Perform Install/Move/Add or Change (IMAC) activities.
Perform all assigned desk-side support activities
Display outstanding technical and professional services skills at all times
Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
Understands and follows all documented service operations policies and procedures.
Other duties or certifications may be assigned to meet business needs

Equal Opportunity Employer
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