Sr. Customer Service Engineer

Worldwide TechServices; New Jersey; On-site; USD 70,000 - 90,000; Full time

Job summary

Worldwide TechServices is seeking a Sr Customer Service Engineer to perform intermediate repair tasks on end-user computing devices and provide high-level client support in a government-contractor environment. The role requires ITIL knowledge, OEM certifications, and strong communication skills. U.S.

citizenship is required due to government contract obligations. Responsibilities include troubleshooting across PC hardware, performing IMAC activities, and maintaining service quality while

Qualifications

• 2–4 years of relevant experience or technical school certification.
• Knowledge of ITIL methodologies.
• A+ certification is desired.
• Must maintain OEM certifications as directed by management.

Responsibilities

• Troubleshoot and repair PCs, desktops, laptops, tablets, and printers.
• Provide support to VIP clients.
• Perform IMAC moves and end-user desk-side support.
• Follow documented service operations policies and procedures.
• Meet customer service and operation metrics.

Skills

Communication skills

Interpersonal skills

Instruction-following

Lift up to 50 lbs

Repair kit owner

IT hardware/software knowledge

Education

Technical school certification or equivalent (2–4 years)

A+ certification desired

ITIL knowledge

OEM certifications as directed by management

Job description

The Sr Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. Due to government contract requirements, U.S. Citizenship is required for this position.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to 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

Education and Experience:

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience

Certifications and/or Qualifications:

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A+ certification is desired
• May require additional customer-specific certifications or training as required

Skills:

• Excellence in communication and customer-facing skills
• Strong oral, written and interpersonal skills
• Ability to follow instructions and processes with minimal instruction
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must own a basic repair kit

Additional requirements may exist if offer of employment is extended

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.