Customer Service Engineer

Worldwide TechServices LLC; Baltimore (MD); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Worldwide TechServices LLC seeks a Customer Service Engineer at an intermediate level to repair and troubleshoot technology-based products in an end-user computing environment. The role focuses on desktop PCs, laptops, tablets, and printers, with desk-side support and VIP client involvement.

Responsibilities include IMAC activities, change-management responses, and maintaining strong customer communication.

Qualifications

• Typically requires 2–4 years of relevant experience.
• End-user computing focus with repair/troubleshooting responsibilities.
• Includes installation/moves/adds/changes (IMAC) and desk-side support.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers.
• Provide support to identified VIP clients.
• Respond to change management requests and install new PC equipment.
• Perform IMAC activities and desk-side support.
• Communicate progress and repair status to end-users and service desk.
• Follow documented service operations policies and procedures.

Skills

Customer-facing communication

Written communication

Interpersonal skills

Follow instructions

Lift 50 lbs

Repair kit ownership

Education

Technical school certification or equivalent

2-4 years relevant experience

Tools

ITIL familiarity

OEM certifications

A+ certification desired

Job description

The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

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

Education and Experience

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience

Certifications and/or Qualifications

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required

Skills

• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit
• Additional requirements may exist if offer of employment is extended

Equal Opportunity Employer

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