Customer Service Engineer

Worldwide TechServices; Chandler (AZ); Vor Ort; USD 45.000 - 65.000; Vollzeit

Zusammenfassung

Worldwide TechServices is seeking a Customer Service Engineer to perform intermediate troubleshooting and repair in an end-user computing environment. Responsibilities include desk-side support, IMAC activities, and providing VIP client assistance.

The role emphasizes strong communication, adherence to service procedures, and meeting customer satisfaction metrics in a dynamic support setting.

Qualifikationen

• Technical school certification or 2–4 years relevant experience.
• Knowledge of ITIL methodologies.
• A+ certification is desired. May require additional customer-specific certifications or training.

Aufgaben

• Troubleshoot and repair PC hardware and peripherals.
• Provide desk-side end-user support.
• Install/Move/Add/Change (IMAC) activities.
• Communicate status and ETA to end-users and service desk.
• Follow documented service operations policies and procedures.
• Support VIP clients and meet customer service metrics.

Kenntnisse

Troubleshooting

Customer service

Desktop support

End-user support

Communication skills

Team collaboration

Documentation

Ausbildung

Technical school certification

2-4 years relevant experience

Tools

IT hardware knowledge

MS Windows OS

Network basics

Jobbeschreibung

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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