Customer Service Engineer

Worldwide TechServices LLC; Houston (TX); Hybrid; USD 40,000 - 62,000; Full time

Job summary

Worldwide TechServices LLC is seeking an intermediate Customer Service Engineer to perform repair and desk-side support in an end-user computing environment. Responsibilities include troubleshooting PCs, desktops, laptops, tablets, and printers, and providing VIP client support.

Qualifications include technical school certification or 2–4 years of experience, OEM certifications, ITIL familiarity, and a basic repair kit.

Qualifications

• Technical school certification or 2–4 years related experience.
• Maintains OEM certifications as directed by management.
• Familiar with ITIL methodologies and basic IT skills.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets, and printers.
• Provide support to client identified VIPs and communicate repair status.
• Respond to change management requests including IMAC activities and desk-side support.
• Perform IMAC (Install/Move/Add/Change) activities.
• Conduct all desk-side support tasks and maintain professional service levels.
• Demonstrate strong technical and customer-service skills at all times.
• Meet customer service metrics and guidelines.
• Proactively update end-users and service desk on arrival times and repair status.
• Follow documented service operations policies and procedures.

Skills

Customer communication

Desk-side support

Interpersonal skills

Follow instructions

Lift 50 lbs

Repair toolkit

Education

Technical school certification

Tools

IT hardware knowledge

Hardware systems

ITIL familiarity

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.