Sr. Customer Service Engineer

Worldwide TechServices, LLC; Carlsbad (CA); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Worldwide TechServices, LLC in Carlsbad, CA is seeking a Senior Customer Service Engineer to perform complex repair and support tasks in end-user computing environments. You will handle VIP client support, after-hours standby, and hands-on troubleshooting across PCs, desktops, laptops, tablets, and printers.

The role requires strong communication, ticketing proficiency, and ITIL knowledge, with opportunities to improve processes and deploy secure IT assets while meeting service metrics and

Qualifications

• Must have technical school certification or equivalent (4–7 years of relevant experience).
• Proficient in hardware technology and configurations.
• Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook.

Responsibilities

• Provides support to client VIP’s.
• After hour support required as needed.
• Ability to be on stand-by to provide service to VIP clients.
• Performs complex troubleshooting, installs and repair activities for end-user devices (PCs, desktops, laptops, tablets, printers).
• Collaborates with Sr. Level end users.
• Researches and recommends automated approaches to complete work.
• Manages, deploys, tracks, and keeps IT assets secure.
• Identifies and recommends process improvements.
• Responds to change management requests, including installing new PC equipment and desk-side support.

Skills

Excellent communication

Customer-facing skills

Oral & written communication

ITIL knowledge

Education

Technical school certification or equivalent

Tools

Active Directory

Ticketing systems

MS Office (PowerPoint, Word, Excel, Outlook)

Job description

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

Job Summary

The Senior Customer Service Engineer is a senior level position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

Responsibilities

• Provides support to client VIP’s
• After hour support required as needed
• Ability to be on stand-by as required in order to provide service to VIP clients
• Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
• Ability to collaborate with and support Sr. Level end users
• Proactively research and recommend alternative automated approaches for successful completion of work
• Responsible to manage, deploy, track and keep secure IT assets
• Identify and recommend process improvements
• 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
• Additional requirements may exist if offer of employment is extended

Requirements

• Education and Experience: Typically requires technical school certification or equivalent of 4-7 years of relevant experience
• Certifications and/or Qualifications: Proficient in hardware technology and configurations
• Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
• Microsoft Office 365 preferred
• ITIL knowledge
• Knowledge of ticketing systems
• Experience using Active directory
• Skills: Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Excellent organizational skills
• Ability to be on stand-by
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.

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.