Customer Service Engineer

Worldwide TechServices, LLC; Bellingham (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Worldwide TechServices, LLC seeks a Customer Service Engineer to perform intermediate repair tasks in end-user computing environments such as PCs, desktops, laptops, tablets and printers. You will support VIP clients and handle IMAC activities with professional, client-facing service.

The role emphasizes strong communication, adherence to ITIL practices, and meeting service metrics while maintaining confidentiality and quality in every interaction.

Qualifications

• Technical school certification or equivalent experience in IT support.
• A+ certification is preferred but not mandatory.
• Familiarity with ITIL concepts and end-user computing environments.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities for end-user devices.
• Provide support to client identified VIPs.
• Responds to change management requests including installing new PC equipment and desk-side support.
• 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 customer service satisfaction levels and related metrics.
• Proactively communicate with end-users and service desk about arrival times and repair status.
• Adheres to documented service operations policies and procedures.
• Other duties or certifications may be assigned.

Skills

Customer service

Communication

Desk-side support

End-user computing

Education

Technical school certification or equivalent experience

A+ certification desired

ITIL awareness

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

All your information will be kept confidential according to EEO guidelines.