Dynamic PC Support Techician

Worldwide TechServices; Albany (GA); On-site; USD 40,000 - 52,000; Full time

Job summary

Worldwide TechServices is seeking a Dynamic PC Support technician to perform basic and moderately complex troubleshooting for desktops and laptops. The role interacts directly with clients to address technical issues and respond to them in a timely and accurate manner.

Responsibilities include providing customer support, handling service calls within SLA, completing administrative tasks, reporting in real time, and maintaining OEM certifications as required by client service agreements.

Qualifications

• Technical school certification or equivalent and 0-2 years of relevant experience.
• Prior customer service experience is a plus.
• Maintain OEM certifications as directed by management.
• Knowledge of relevant software and hardware.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver all service calls assigned within the SLA for each client.
• Meet established customer service satisfaction criteria.
• Complete all administrative tasks associated with each call.
• Complete real-time reporting of all calls.
• Follow policies and guidelines for service delivery.
• Ensure control of assets and inventory per client agreements.
• Report activity in a timely and accurate manner.
• Understand Safety policies and work within guidelines.

Skills

Customer service

Troubleshooting

Communication

Travel ability

Education

Technical school certification

0-2 years experience

Tools

Diagnostic 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.

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

Equal Opportunity Employer
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