Dynamic Server Support Technician

Worldwide TechServices; Des Moines (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices seeks a Dynamic Server Support specialist to provide end-to-end customer support for designated equipment. The role involves responding to service calls, meeting SLAs, and ensuring accurate real-time reporting while adhering to safety and policy guidelines.

The ideal candidate has a technical school credential with up to 2 years of related experience and a willingness to travel to client sites. OEM certifications must be maintained as directed by management.

Qualifications

• Technical school certification or equivalent with 0–2 years’ experience.
• Customer service experience is a plus.
• Maintain OEM certifications as directed by management; basic software/hardware knowledge.

Responsibilities

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

Skills

Customer service

Communication

Valid driver's license

Physical ability

Education

Technical school certification

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.

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

Equal Opportunity Employer
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