Customer Service Engineer

Worldwide TechServices; Florham Park (NJ); On-site; Full time

Job summary

A leading technology solutions provider is seeking a technician to handle troubleshooting and repair tasks in Florham Park, NJ. Responsibilities include supporting client VIPs, performing desk-side support, and adhering to service metrics. The ideal candidate will be skilled in technical service and proactive communication. This role aims to enhance customer satisfaction through effective service delivery and operational excellence.

Responsibilities

• Perform troubleshooting and repair for PCs, desktops, laptops, tablets, and printers.
• Provide support to client identified VIPs.
• Respond to change management requests including installing new PC equipment.
• Execute Install/Move/Add or Change (IMAC) activities.
• Conduct all assigned desk-side support activities.
• Maintain outstanding technical support and professional service skills.
• Achieve customer service satisfaction levels and operational metrics.
• Communicate proactively with end-users and service desk personnel regarding repairs.
• Follow documented service operations policies and procedures.

Job description

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

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.