Customer Service Engineer

Worldwide TechServices; Farmington (CT); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices in Farmington, CT seeks an IT desk-side technician to perform basic and moderately complex troubleshooting and repair of PCs, desktops, laptops, tablets, and printers in an end-user environment.

The role includes IMAC activities, support for VIPs, responding to change management requests, and meeting customer service metrics while following documented policies and procedures.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair of PCs, desktops, laptops, tablets, and printers in an end-user environment.
• Provide support to client identified VIPs.
• Respond to change management requests including 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 metrics.
• Proactively communicate with end-users and service desk personnel regarding arrival times, repair time estimates and status of the repair.
• Understand and follow all documented service operations policies and procedures.

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
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.