Dynamic Server Support Technician

Worldwide TechServices; Raleigh (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

Worldwide TechServices is seeking a Dynamic Server Support professional to perform server and desktop troubleshooting for client environments. This role involves on-site visits, parts handling, and reporting under service level agreements.

The ideal candidate has 0-2 years of relevant experience and technical school certification, with knowledge of software/hardware and a valid driver’s license. The position may require long-distance travel and occasional overnight assignments.

Qualifications

• Requires technical school certification or equivalent and 0-2 years of relevant experience.
• Customer service experience is a plus.
• Maintain OEM certifications as directed by management.
• Knowledge of relevant software and hardware.
• Valid driver’s license and reliable transportation with insurance.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver service calls within SLA for each client.
• Meet customer service satisfaction criteria per guidelines.
• Complete administrative tasks for each call per policies.
• Provide real-time reports for all calls per policy.
• Follow policies and guidelines for successful client service delivery.
• Control assets and inventory; prompt parts turnaround per SLAs.
• Report all activity accurately and timely.
• Observe safety policies and guidelines daily.
• Additional requirements may apply if offered employment.
• Other duties may be assigned to meet business needs.

Skills

Customer service

Troubleshooting

Technical support

Communication skills

Driver's license

Software knowledge

Hardware knowledge

Client travel

Education

Technical school certification

0-2 years experience

OEM Certifications

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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