Sr. Customer Service Engineer

Worldwide TechServices; Corry (Erie County); On-site; USD 50,000 - 70,000; Full time

Job summary

Worldwide TechServices is seeking a Senior Customer Service Engineer in Erie County, Corry. This senior-level position involves providing support to client VIPs, performing complex troubleshooting and repair tasks in an end-user computing environment.

The ideal candidate will have a technical school certification or 4-7 years of experience, proficient in hardware technology, and excellent communication skills. The position may require after-hours support and the ability to lift and move equipment up to 50 lbs.

Qualifications

• Typically requires technical school certification or equivalent of 4-7 years of relevant experience.
• Proficient in hardware technology and configurations.
• Ability to be on stand‑by as required.

Responsibilities

• Provides support to client VIP’s.
• Performs complex troubleshooting, installs and repair activities.
• Responsible to manage, deploy, track and keep secure IT assets.
• Identify and recommend process improvements.
• Displays outstanding technical and professional services skills at all times.

Skills

Excellence in communication and customer‑facing skills

Strong oral, written and interpersonal skills

Excellent organizational skills

Ability to follow instructions and processes with minimal instruction

Ability to lift and or move various computer equipment up to 50 lbs.

Education

Technical school certification or equivalent of 4-7 years of relevant experience

Tools

PowerPoint

Microsoft Word

Excel

Outlook

Ticketing systems

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.

Job Description

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
• Knowledge of ticketing systems

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.

Additional Information

All your information will be kept confidential according to EEO guidelines.

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