Customer Service Engineer

Worldwide TechServices, LLC; Longview (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Customer Service Engineer to troubleshoot and repair PC hardware and peripherals in end-user environments. The role includes VIP client support, desk-side service, and IMAC tasks in a dynamic IT setting.

The position requires a technical school certification or equivalent (2–4 years) with knowledge of software/hardware systems and ITIL practices. Strong communication skills are essential, and a basic repair toolkit is expected.

Qualifications

• Technical school certification or equivalent experience (2–4 years).
• OEM certifications maintained as directed by management.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• A+ certification desired.
• Customer-specific certifications or training may be required.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets and printers in end-user environments.
• Provide support to client VIPs.
• Respond to change management requests including installing new PC equipment, desk-side support and related activities.
• Perform IMAC (Install/Move/Add/Change) activities.
• Conduct desk-side end-user support and service delivery.
• Communicate repair status and time estimates to end-users and service desk.

Skills

Communication

Customer-facing

Oral communication

Written communication

Follow instructions

Lifting 50 lbs

Repair toolkit

Education

Technical school certification or equivalent (2–4 years)

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

All your information will be kept confidential according to EEO guidelines.