Customer Service Engineer

Worldwide TechServices; City of Rochester (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices in Rochester, NY seeks a desktop support professional to provide end-user IT assistance for PCs, laptops, tablets and printers in a fast-paced environment.

Responsibilities include IMAC activities, desk-side support, meeting customer service metrics, proactive communication with users and service desk, and adherence to documented policies.

Qualifications

• Provide end-user desk-side IT support for PCs, desktops, laptops, tablets, and printers.
• Handle IMAC activities (Install/Move/Add/Change) for client environments.
• Meet customer service and operations metrics per guidelines.
• Proactively communicate with end-users and service desk about arrival, repair time estimates, and status.
• Follow documented service operations policies and procedures.

Responsibilities

• Provide end-user desk-side IT support for PCs, desktops, laptops, tablets, and printers.
• Respond to change management requests including installing new PC equipment.
• Perform IMAC activities.
• Communicate with end-users and service desk about arrival, repair time estimates, and status.
• Adhere to documented service operations policies and procedures.

Skills

Troubleshooting

End-user support

Desk-side support

Customer service

Communication

Job description

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

Equal Opportunity Employer
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