Dynamic Server Support Technician

Worldwide TechServices; Houston (TX); On-site; USD 42,000 - 56,000; Full time

Job summary

Worldwide TechServices is seeking a senior Server Support professional to provide customer support for prescribed equipment and respond to client issues. You will accept, deliver, and resolve service calls within established SLAs while maintaining high customer satisfaction.

Role requires driving to client locations, lifting equipment up to 50 lbs, and maintaining OEM certifications. A technical school certification or equivalent and 0–2 years of relevant experience are expected.

Qualifications

• Technical school certification or equivalent.
• 0–2 years of relevant experience.
• Maintain OEM certifications as directed by management.
• Valid driver’s license and reliable transportation required.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver service calls within SLA.
• Meet customer service satisfaction criteria.
• Complete administrative tasks for each call.
• Report all activity in a timely manner.
• Follow policies and guidelines for client delivery.
• Ensure control of assets and inventory per client agreements.
• Understand safety policies and work within guidelines.
• Other duties may be assigned as needed.
• Drive to client locations and may be required for long distances or overnight trips.

Skills

Client communication

Travel to clients

Lift heavy equipment

Repair toolkit

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
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.