Customer Service Engineer

SmartRecruiters, Inc.; Northern, Billerica (KY, MA); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to perform intermediate repair tasks on a range of technology products in an end-user computing environment. The role emphasizes customer-facing service and technical proficiency, including desk-side support and IMAC activities.

The ideal candidate has technical school certification or 2–4 years of relevant experience, with strong communication skills and the ability to handle equipment up to 50 lbs.

Qualifications

• Requires technical school certification or 2–4 years of relevant experience.
• Experience troubleshooting and repairing PCs, desktops, laptops, tablets and printers.
• Strong communication and customer-facing skills.
• Ability to lift and move equipment up to 50 lbs.
• A+ certification is desirable.

Responsibilities

• Troubleshoot and repair end-user computing devices.
• Provide support to VIP clients.
• Respond to change management requests including installing new PC equipment and desk-side support.
• Perform IMAC (Install/Move/Add/Change) activities.
• Perform desk-side support activities.
• Maintain professional and service metrics at high levels.
• Communicate status and estimates to end-users and service desk.
• Follow documented service operations policies.
• Other duties as assigned.

Skills

Communication skills

Oral & written skills

Follow instructions

Lift up to 50 lbs

Repair kit

Customer-facing

Education

Technical school certification

Tools

Hardware knowledge

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsourcers, large and small businesses and consumers.

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.

Qualifications

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PCs, 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

Additional Information

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

By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy apply