Customer Service Engineer

Worldwide TechServices, LLC; Billerica (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

Worldwide TechServices, headquartered in Billerica, MA, is seeking a Customer Service Engineer to perform troubleshooting and repair of a range of technology products in end-user environments. The role involves desk-side support, IMAC activities, and direct communication with clients including VIPs.

Typical qualifications include 2-4 years of relevant experience with a technical school certification; OEM certifications, ITIL knowledge, and A+ certification are valued.

Qualifications

• Technical school certification or equivalent of 2-4 years of relevant experience.
• Maintain OEM certifications as directed by Management.
• ITIL knowledge or experience beneficial.
• A+ certification preferred.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers in end-user environments.
• Provide support to client-identified VIPs.
• Respond to change management requests including installing new PC equipment and desk-side support.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all desk-side support activities and communicate status to end-users.
• Adhere to documented service operations policies and procedures.
• Other duties or certifications may be assigned as needed.

Skills

Communication skills

Customer-facing

Desktop hardware repair

End-user support

Documentation

Education

Technical school certification

Tools

A+ certification

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

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.

Qualifications

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

Additional Information

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