Customer Service Engineer

Worldwide TechServices; Hebron Estates (KY); On-site; USD 42,000 - 62,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to perform intermediate repair and support tasks in an end-user computing environment. The role focuses on troubleshooting PCs, desktops, laptops, tablets and printers, with responsibilities including VIP client support and IMAC activities.

The candidate should have a technical school certification or equivalent experience (2–4 years) and relevant IT knowledge.

Qualifications

• Requires technical school certification or equivalent (2–4 years)
• Excellent communication with customers and cross-functional teams
• ITIL knowledge and basic IT hardware/software understanding

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers
• Provide support to identified VIP clients
• Respond to change management requests and install new PC equipment
• Perform IMAC—Install/Move/Add/Change activities
• Deliver desk-side support and uphold service standards
• Communicate proactively with end-users and service desk teams
• Follow documented service policies and procedures
• Assume additional duties as needed

Skills

Customer service

Communication

Interpersonal skills

Following instructions

Physical ability

Education

Technical school certification or equivalent

Tools

ITIL knowledge

A+ certification

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

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.