Customer Service Engineer

Worldwide TechServices; Baltimore (MD); On-site; USD 43,000 - 62,000; Full time

Job summary

Worldwide TechServices is seeking an IT support professional to assist end-users in a corporate environment. The role involves basic to moderately complex troubleshooting of PCs, desktops, laptops, tablets, and printers, with emphasis on desk-side support and IMAC activities.

Responsibilities include supporting VIP users, handling change-management requests, and ensuring timely communication of repair estimates and statuses.

Qualifications

• Performs basic to moderately complex troubleshooting on end-user devices.
• Provides front-line support to end users in a workplace environment.
• Handles IMAC (Install/Move/Add/Change) activities to keep devices current.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair on PCs, desktops, laptops, tablets and printers.
• Provide support to VIP clients and ensure timely resolution of issues.
• Respond to change management requests including PC upgrades and desk-side support.
• Carry out IMAC activities and desk-side support tasks as assigned.
• Communicate status, estimates and arrival times to end-users and service desk staff.
• Follow documented service policies and procedures and meet customer service metrics.
• Other duties or certifications may be assigned to meet business needs.

Skills

End-user support

Troubleshooting

IMAC

Desk-side support

Customer service

Communication

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
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.