Field IT Support Engineer - VIP Desk-Side

Worldwide TechServices; Germantown (MD); On-site; USD 42,000 - 65,000; Full time

Job summary

Worldwide TechServices is seeking a Customer Service Engineer to perform repair and support tasks for end-user computing devices such as PCs, desktops, laptops, tablets and printers. The role includes desk-side support, IMAC activities and proactive communication with end-users and the service desk.

Ideal candidates have 2-4 years of relevant experience or technical school certification, with ITIL awareness and OEM certification experience preferred.

Qualifications

• Technical school certification or equivalent of 2-4 years of relevant experience.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including PC’s, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills at all times
• Meet - established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
• Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
• Understands and follows all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs

Skills

Customer communication

Troubleshooting

End-user support

IT hardware knowledge

Education

Technical school certification

Job description

Worldwide TechServices is seeking a Customer Service Engineer to perform repair and support tasks for end-user computing devices such as PCs, desktops, laptops, tablets and printers. The role includes desk-side support, IMAC activities and proactive communication with end-users and the service desk.

Ideal candidates have 2-4 years of relevant experience or technical school certification, with ITIL awareness and OEM certification experience preferred.