Customer Service Engineer

SmartRecruiters, Inc.; Friday Harbor (WA); On-site; USD 60,000 - 90,000; Full time

Job summary

Worldwide TechServices in the United States is hiring a Customer Service Engineer to perform end-user PC repair and basic-to-moderately complex troubleshooting across desktops, laptops, tablets and printers. The role includes supporting VIP clients, handling IMAC moves, and providing desk-side assistance while adhering to service policies and ITIL practices.

Strong communication and professional service skills are essential.

Qualifications

• Exemplary customer-facing communication and professional service.
• Ability to troubleshoot and repair end-user devices in an IT environment.
• Knowledge of ITIL concepts and standards is a plus.

Responsibilities

• Performs basic to moderately complex PC repair and troubleshooting.
• Support VIP clients with timely, professional service.
• Responds to change management requests including new PC installations.
• Conducts IMAC moves and related desk-side activities.
• Delivers desk-side support and on-site assistance as needed.
• Maintains service levels and customer satisfaction per guidelines.
• Communicates repair status and estimates to end-users and service desk.
• Follows documented service operations policies and procedures.
• Other duties or certifications may be assigned as needed.

Skills

Customer-facing

Communication

Technical troubleshooting

Education

Technical school certification

A+ certification desired

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

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.

Qualifications

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

Additional Information

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