Customer Service Engineer

Worldwide TechServices; Geismar (LA); Presencial; USD 52.000 - 78.000; Jornada completa

Descripción de la vacante

Worldwide TechServices in Geismar, LA seeks a Customer Service Engineer at an intermediate level to repair a range of technology products in end-user computing environments. You will perform troubleshooting and desk-side support for PCs, laptops, tablets and printers, and assist VIP clients as needed.

You will handle IMAC moves, respond to change requests, and maintain strong communication with service desk teams while meeting customer service metrics.

Formación

• Technical school certification or 2–4 years of relevant experience.
• Maintain OEM certifications as directed by Management and assigned trainings.
• Knowledge of ITIL methodologies; A+ certification is desired.

Responsabilidades

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers.
• Provide VIP client support.
• Respond to change management requests including installing new PC equipment and desk-side support.
• Perform IMAC (Install/Move/Add/Change) activities.
• Conduct desk-side support and on-site troubleshooting.
• Maintain clear communication with service desk and customers regarding status and estimates.
• Follow all service operations policies and procedures.
• Other duties as needed.

Conocimientos

Customer-facing skills

Interpersonal skills

Follow instructions

Lift to 50 lbs

Educación

Technical school certification or 2–4 years of experience

Herramientas

Hardware knowledge

ITIL knowledge

A+ certification desired

Descripción del empleo

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

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.