Customer Service Engineer

Worldwide TechServices; San Antonio (TX); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading technology services firm is seeking a Customer Service Engineer in San Antonio, Texas. This intermediate role involves troubleshooting and repairing technology products in an end-user environment, assisting VIP clients, and managing installation requests. The ideal candidate possesses a technical school certification and relevant experience, with strong communication skills essential for excellent customer service. A+ certification is desirable, and the candidates must own basic repair equipment. Join a company that values technical excellence and customer satisfaction.

Qualifications

• 2-4 years of relevant experience in a technology-based environment.
• Understanding of ITIL methodologies.
• Required OEM Certifications as directed by Management.

Responsibilities

• Perform troubleshooting and repair of PCs, laptops, and printers.
• Provide support to client identified VIPs.
• Respond to installation and change management requests.
• Display technical and professional service skills.
• Meet customer service satisfaction levels.

Skills

Communication and customer-facing skills

Oral, written and interpersonal skills

Ability to lift and move computer equipment

Basic repair kit ownership

Education

Technical school certification or equivalent experience

A+ certification

Job description

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.
• 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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