Customer Service Engineer

Worldwide TechServices; Houston (TX); On-site; USD 48,000 - 65,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to join our team in Texas. This intermediate role focuses on diagnosing and repairing end-user computing devices, desktops, laptops, tablets and printers, while delivering reliable field and desk-side support.

You will troubleshoot, install IMAC tasks, communicate status to clients and work to meet customer service metrics, while maintaining ITIL-aligned processes and OEM certifications as required.

Qualifications

• Requires 2–4 years of relevant experience or technical school certification.
• Maintains OEM certifications as directed by management.
• Knowledge of ITIL methodologies.
• A+ certification is desired.
• May require additional customer-specific certifications or training.

Responsibilities

• Performs basic to moderately complex troubleshooting of PCs, desktops, laptops, tablets and printers.
• Provides support to VIP clients.
• Responds to change management requests and desk-side support.
• Performs IMAC activities (Install/Move/Add/Change).
• Conducts desk-side support and on-site repairs as needed.
• Maintains high standards of customer service and professional appearance.
• Communicates repair status and time estimates to end-users and service desk.
• Follows documented service operations policies and procedures.
• Other duties as required.

Skills

Communication

Customer-facing

ITIL knowledge

End-user support

Hardware troubleshooting

Education

Technical school certification

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.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end‑user environment, including but not limited to PCs, desktops, laptops, tablets and printers.
• Provides 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.
• Performs Install/Move/Add or change (IMAC) activities.
• Performs all assigned desk‑side support activities.
• Displays outstanding technical and professional services skills at all times.
• Meets established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines.
• Proactively communicates 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.