Customer Service Engineer

Worldwide TechServices, LLC; Tempe, Northern (AZ, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Customer Service Engineer in Tempe, AZ for an intermediate level role focused on repair of a range of technology-based products in an end-user computing environment. The engineer will troubleshoot PCs, desktops, laptops, tablets, and printers, provide VIP support, and perform IMAC and desk-side activities.

The role requires strong communication skills, the ability to follow established procedures, and the stamina to lift up to 50 lbs.

Qualifications

• 2–4 years of relevant experience or equivalent
• Technical school certification or equivalent
• A+ certification preferred or required by some clients

Responsibilities

• Troubleshoot and repair PC hardware and peripherals in end-user environments
• Provide desk-side support to end-users and VIPs
• Perform IMAC (Install/Move/Add/Change) activities and related tasks
• Communicate status and ETA to users and service desk
• Adhere to documented ITIL procedures and customer service guidelines

Skills

Customer communication

Troubleshooting

Desk-side support

ITIL knowledge

Education

Technical school certification

Tools

A+ Certification

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.