Customer Service Engineer

Worldwide TechServices; Waxahachie (TX); On-site; USD 42,000 - 70,000; Full time

Job summary

Worldwide TechServices seeks a Customer Service Engineer in Texas to diagnose and repair a range of end-user computing devices, including PCs, laptops, tablets, and printers. Role includes desk-side support and IMAC duties, with emphasis on clear communication and meeting service metrics.

The candidate should have 2–4 years of relevant experience or technical school certification, familiarity with OEM certifications, and ITIL processes; A+ certification is preferred.

Qualifications

• Technical school certification or 2–4 years relevant experience.
• Maintain OEM certifications as directed by management.
• ITIL knowledge; A+ certification desired.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets, and printers.
• Provide end-user desk-side support and IMAC activities.
• Communicate repair status and ETAs to users and service desk.
• Follow documented service operations policies and procedures.

Skills

Communication

Customer-facing

Interpersonal

Instruction-following

Lifts up to 50lbs

Education

Technical school 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
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