Dynamic Server Support Technician

Worldwide TechServices; Stratford (CT); On-site; USD 55,000 - 75,000; Full time

Job summary

Worldwide TechServices is a global leader in delivering technology services and solutions. We are seeking a Dynamic Server Support specialist to diagnose and repair desktops, laptops, deskside systems, ESF, and servers, while engaging with clients to resolve issues promptly.

The role emphasizes on-site travel to client locations, adherence to service levels, and accurate real-time reporting. Strong technical knowledge and commu­nication skills are essential to succeed.

Qualifications

• Technical school certification or equivalent with 0–2 years of relevant experience.
• Previous customer service experience is a plus.
• Knowledge of relevant software and hardware is beneficial.

Responsibilities

• Provide customer support for designated equipment.
• Accept and deliver all service calls within the client’s SLA.
• Meet established customer service criteria and guidelines.
• Complete administrative tasks for each call as documented.
• Provide real-time reporting of all calls as documented.
• Follow policies and guidelines for service delivery to clients.
• Manage assets and inventory through prompt turnaround of parts as required by agreements.
• Report activity accurately and timely.
• Understand and follow safety policies.
• Additional duties may be assigned as needed.
• Other duties may be assigned to meet business needs.

Skills

Client communication

Travel to client sites

Physical ability

Basic repair toolkit

Education

Technical school certification or equivalent

Tools

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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