Dynamic PC Support

Worldwide TechServices; City of Rochester (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices is seeking a Dynamic PC Support role to troubleshoot desktops and laptops, interact with clients, and address issues promptly. The position requires technical training and the ability to travel to client locations.

Responsibilities include handling service calls, accurate reporting, and adherence to safety and client guidelines. Prior customer service experience is a plus and a valid driver's license is required.

Qualifications

• Typically requires technical school certification or equivalent.
• 0–2 years of relevant customer service experience desirable.
• Knowledge of relevant software and hardware.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver all service calls within the client SLA.
• Meet customer service satisfaction criteria as per guidelines.
• Complete all administrative tasks for each call.
• Submit real-time reporting of calls per guidelines.
• Follow policies and documents related to service delivery.
• Manage assets and inventory with prompt turnaround of parts.
• Report activity accurately and timely.
• Adhere to safety policies and guidelines.
• Other duties may be assigned as needed.

Skills

Clear communication

Client-facing

Driving to sites

Lift equipment

Basic repair tools

Team collaboration

Education

Technical certification

Job description

• With: additional incentive for each call closed

Company 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 Dynamic PC Supportis a position that performs tasks related to the repair of a variety of client products. Performs basic and moderately complex troubleshooting activities for desktops and laptops. May support Desk Side applications and infrastructure. Interacts directly with clients to address technical issues and respond to them timely and accurately.

Responsibilities

• Provide customer support for designated equipment
• Accept and deliver all service calls assigned within the established service level agreement for each client
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies
• Complete all administrative tasks associated with each call as documented in established policies and guidelines
• Complete real-time reporting of all calls as documented in established policies and guidelines
• Follow various established policies, guidelines, and documents relating to the successful delivery of service for each client
• Ensure control of assets and inventory through prompt turnaround of parts and equipment as required by client service agreements
• Report all activity in an accurate and timely manner
• Understand all Safety policies and guidelines and work within the guidelines of policies daily
• Additional requirements may exist if offer of employment is extended
• Other duties may be assigned to meet business needs

Qualifications

Education and Experience

• Typically requires technical school certification or equivalent and 0-2 years of relevant experience
• Previous customer service experience is a plus

Certifications and/or Qualifications

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware
• Valid Driver’s License and reliable transportation with valid registration and adequate insurance

Skills

• Ability to communicate regarding technical issues with clients
• Ability to drive to client locations
• Ability to drive long distances, and occasional overnight assignments within other geographies
• Ability to lift and or move various computer equipment up to 50 lbs
• Must own a basic repair tool kit

Additional Information

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