Customer Service Engineer

Worldwide TechServices, LLC; Carlsbad (CA); Hybrid; USD 55,000 - 85,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to provide intermediate end-user computing support, repair and desk-side service for PCs, laptops, tablets and printers. You will assist VIP clients, follow ITIL processes, and coordinate with service teams to meet metrics.

The role emphasizes strong communication, fault diagnosis, and hands-on hardware recovery, with an expectation of 2–4 years of relevant experience and relevant certifications.

Qualifications

• Technical school certification or equivalent 2–4 years of relevant experience.
• Maintain OEM certifications as directed by management.
• Knowledge of ITIL methodologies.
• A+ certification is desired.
• May require additional customer-specific certifications or training as required.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities for end-user computing devices.
• Provide support to VIP clients.
• Responds to change management requests including installing new PC equipment and desk-side support.
• Perform IMAC (Install/Move/Add/Change) activities.
• Meet customer service and operational metrics as outlined in guidelines.
• Proactively communicate with end-users and service desk regarding status and estimates.
• Follow all documented service operations policies and procedures.
• Other duties or certifications may be assigned as needed.

Skills

Communication skills

Customer-facing

Instruction following

Manual dexterity

Repair kit ownership

Adaptability to policy

Education

Technical school certification

A+ certification desired

ITIL knowledge

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.

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.