Dynamic Server Support

Worldwide TechServices, LLC; Cedar Rapids (IA); On-site; USD 52,000 - 76,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Dynamic Server Support professional to provide high-level client service and advanced troubleshooting for desktops, laptops, and servers. The role emphasizes timely issue resolution, accurate reporting, and adherence to client SLAs, with opportunities to work across environments and technologies.

The ideal candidate will have 0-2 years of relevant experience, technical school certification, and the ability to travel to client sites, sometimes overnight,

Qualifications

• Technical school certification or equivalent with 0-2 years of relevant experience.
• Customer service experience is a plus.
• Maintain OEM certifications as directed by Management.
• Valid Driver’s License and reliable transportation with registration and insurance.
• Knowledge of relevant software and hardware.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver all service calls within the client SLAs.
• Meet customer service satisfaction criteria per guidelines.
• Complete all administrative tasks for each call per policies.
• Report all activity in real-time per policies.
• Follow established policies for service delivery to clients.
• Ensure asset and inventory control through timely parts turnaround.
• Report activity accurately and promptly.
• Adhere to safety policies and guidelines daily.
• Additional duties may be assigned to meet business needs.

Skills

Client communication

Travel to client sites

Hardware knowledge

Repair toolkit

Technical certification

Education

Technical school certification or equivalent

Tools

OEM Certifications

Knowledge of software & hardware

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

Dynamic Server Support is a senior position that performs tasks related to the repair of a variety of client products. Performs basic, moderately complex, and complex troubleshooting activities for desktops, laptops, Desk Side Support, ESF, and Servers. 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.