Customer Service Engineer

Worldwide TechServices, LLC; Huntsville (AL); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices, LLC is seeking an IT Helpdesk/Desk-side Support specialist to troubleshoot and repair end-user devices including PCs, laptops, tablets and printers. You will support VIP clients and handle IMAC tasks while following ITIL-based procedures.

The role emphasizes strong communication, adherence to processes, and the ability to lift equipment up to 50 lbs, with ownership of a basic repair kit and readiness for additional certifications as needed.

Qualifications

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience
• 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

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

Skills

Excellent communication

Customer-facing skills

Interpersonal skills

Lift 50 lbs

Own basic repair kit

Education

Technical school certification or equivalent (2-4 yrs)

Tools

OEM Certifications

ITIL knowledge

A+ certification desired

Job description

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.