Customer Service Engineer

Worldwide TechServices, LLC; Friday Harbor (WA); On-site; USD 45,000 - 70,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Customer Service Engineer to perform intermediate repair tasks across end-user computing devices, including desktops, laptops, tablets and printers, in a fast-paced environment.

You will provide desk-side support, IMAC activities, VIP client assistance, follow ITIL-based processes, and contribute to service metrics while maintaining professional communication and adherence to security guidelines.

Qualifications

• Excellent communication and customer-facing skills required.
• Technical school certification or equivalent experience.
• A+ certification and ITIL knowledge preferred.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers.
• Provide desk-side support and IMAC activities.
• Support VIP clients and communicate repair timelines clearly.
• Follow ITIL processes and meet service metrics.

Skills

Excellent communication

Customer-facing skills

Following instructions

Ability to lift 50 lbs

Owns a repair kit

Education

Technical school certification

2-4 years relevant experience

Tools

A+ certification desired

ITIL knowledge

OEM certifications as directed

Job description

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

All your information will be kept confidential according to EEO guidelines.