Customer Service Engineer

Worldwide TechServices; Clearfield (UT); On-site; USD 42,000 - 60,000; Full time

Job summary

A leading technology services company is seeking to fill a position for troubleshooting and repair in an end-user environment. Responsibilities include supporting identified VIPs, responding to equipment installation requests, and providing comprehensive desk-side support. The role requires strong communication skills to keep users informed about repair statuses and adherence to operational guidelines. This position offers the opportunity to demonstrate outstanding technical skills while meeting established service metrics.

Qualifications

• Troubleshooting and repair experience in end-user environments (PCs, desktops, laptops, tablets, printers).
• Experience supporting VIP clients.
• Ability to perform IMAC activities.
• Desk-side support and related activities.
• Strong customer service and professional skills.
• Ability to communicate proactively with end-users and service desk.
• Follows documented service operations policies and procedures.

Responsibilities

• Perform basic and complex troubleshooting and repair in an end-user environment.
• Provide support to identified VIPs.
• Respond to change management requests, including installing new PC equipment.
• Perform desk-side support activities.
• Communicate proactively with end-users regarding repair status.
• Meet established customer service satisfaction levels and metrics.
• Proactively communicate status and repair estimates to end-user and service desk.
• Follow all service operations policies and procedures.
• Other duties or certifications may be assigned.

Skills

Troubleshooting

End-user support

IMAC

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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