Dynamic Server Support Technician

Worldwide TechServices; Madison (WI); On-site; USD 50,000 - 75,000; Full time

Job summary

Worldwide TechServices is a global leader in delivering technology services and solutions. Dynamic Server Support is a senior role focused on diagnosing and repairing client equipment, including desktops, laptops, deskside support, ESF, and servers. You will interact directly with clients to address issues and respond promptly and accurately.

The position emphasizes customer service, adherence to SLAs, and precise reporting, with opportunities for travel and overtime as required by client needs.

Qualifications

• Typically requires technical school certification or equivalent, with 0–2 years of relevant experience.
• Previous customer service experience is a plus.
• Must be able to communicate clearly about technical issues with clients.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver all service calls within the established service level agreements.
• Meet customer service satisfaction criteria per guidelines.
• Complete administrative tasks and real-time reporting for each call.
• Follow policies and guidelines for successful delivery of service.
• Ensure control of assets and inventory per client agreements.
• Report activity accurately and timely.
• Understand and follow safety policies; other duties as needed.

Skills

Client communication

Hardware troubleshooting

Mobility/Travel

Equipment handling

Education

Technical school certification or equivalent

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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