Customer Service Engineer

Worldwide TechServices; La Porte (TX); On-site; USD 52,000 - 62,000; Full time

Job summary

Worldwide TechServices in Texas is seeking a Customer Service Engineer to perform intermediate repair and troubleshooting for a range of technology products in an end-user computing environment. You will handle desk-side support, IMAC activities, and communicate estimates and status to users and service desks, while maintaining OEM certifications and ITIL-aligned practices.

The role requires 2–4 years of relevant experience and strong communication skills; physical ability to lift equipment up

Qualifications

• Technical school certification or equivalent of 2–4 years in relevant field.
• Experience in end-user computing environments and IT support.
• Familiarity with ITIL methodologies and certifications preferred.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets, and printers.
• Support VIP clients and communicate status to end-user and service desk.
• Install, move, add, or change equipment (IMAC) and desk-side support.
• Keep repair skills and professional services up to date.
• Adhere to service operations policies and procedures.

Skills

Effective communication

Customer-facing skills

Written and verbal communication

Desk-side support

Education

Technical school certification or equivalent (2-4 years)

Tools

OEM certifications

IT hardware knowledge

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.