Customer Service Engineer

Worldwide TechServices; Marietta (OH); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading tech support company seeks a Customer Service Engineer in Marietta, Ohio. This intermediate position involves troubleshooting and repairing technology products in an end-user computing environment. Responsibilities include basic repairs, support for VIP clients, and following ITIL methodologies. Candidates should have a technical school certification or equivalent, with 2-4 years of relevant experience and excellent communication skills. A+ certification is preferred. Join a dynamic team dedicated to outstanding customer service.

Qualifications

• 2-4 years of relevant experience.
• Maintain OEM Certifications as directed.
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• A+ certification is desired.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair activities.
• Provide support to client identified VIPs.
• Respond to change management requests.
• Perform Install/Move/Add or Change (IMAC) activities.
• Display outstanding technical and professional services skills.
• Meet established customer service satisfaction levels.
• Proactively communicate with the end-user and service desk personnel.
• Follow documented service operations policies and procedures.

Skills

Communication skills

Customer-facing skills

Interpersonal skills

Ability to follow instructions

Ability to lift computer equipment (up to 50 lbs)

Basic repair kit ownership

Education

Technical school certification or equivalent

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 & Experience

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.

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
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