Sr. Customer Service Engineer

Worldwide TechServices; Manville (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Worldwide TechServices in the United States is seeking a Senior Customer Service Engineer to perform advanced repair and end-user support across desktops, laptops, tablets, and printers in a busy IT environment.

Responsibilities include complex troubleshooting, IMAC activities, on-site desk-side support, and timely status updates to end-users and management. Proactive research for automated solutions and adherence to service procedures are required.

Qualifications

• Typically requires technical school certification or equivalent of 4-7 years of relevant experience
• Proficient in hardware technology and configurations
• Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
• Knowledge of ticketing systems
• 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.

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.

Skills

Communication skills

Customer-facing

Oral and written skills

Interpersonal skills

Organizational skills

Stand-by readiness

Instruction following

Heavy equipment lifting

Education

Technical school certification or equivalent

Tools

PowerPoint

Microsoft 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 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.

Qualifications

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

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.

Requirements

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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