Sr. Customer Service Engineer

Worldwide TechServices LLC; New York (NY); On-site; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Customer Service Engineer to provide exceptional support in a technology-driven environment. In this pivotal role, you will be responsible for troubleshooting and repairing various end-user computing devices, including PCs, laptops, and printers. The ideal candidate will demonstrate outstanding communication skills and a proactive approach to problem-solving. Join a dynamic team where your expertise will directly impact customer satisfaction and operational efficiency. This is a fantastic opportunity to work in a fast-paced environment and make a difference in the lives of clients with demanding technology needs.

Qualifications

• Technical school certification or equivalent experience required.
• Proficient in hardware technology and configurations.

Responsibilities

• Provide support to client VIPs and perform complex troubleshooting.
• Manage, deploy, and track IT assets while ensuring customer satisfaction.

Skills

Communication Skills

Customer Service Skills

Organizational Skills

Technical Troubleshooting

Ability to lift equipment

Education

Technical School Certification

4-7 years of relevant experience

Tools

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Microsoft 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.

Qualifications

Responsibilities

1. Provides support to client VIP’s
2. After hour support required as needed
3. Ability to be on stand-by as required in order to provide service to VIP clients
4. 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.
5. Ability to collaborate with and support Sr. Level end users
6. Proactively research and recommend alternative automated approaches for successful completion of work
7. Responsible to manage, deploy, track and keep secure IT assets
8. Identify and recommend process improvements
9. Responds to change management requests including installing new PC equipment, providing end-user desk side support and other related activities.
10. Perform Install/Move/Add or Change (IMAC) activities.
11. Perform all assigned desk-side support activities
12. Display outstanding technical and professional services skills at all times
13. Meet established customer service satisfaction levels and other operational/customer service metrics as outlined in established guidelines
14. Proactively communicate with the end-user and service desk personnel regarding arrival times, repair time estimates and status of the repair
15. Understands and follows all documented service operations policies and procedures.
16. Other duties or certifications may be assigned to meet business needs
17. Additional requirements may exist if offer of employment is extended

Requirements

Education and Experience:

1. Typically requires technical school certification or equivalent of 4-7 years of relevant experience

Certifications and/or Qualifications:

1. Proficient in hardware technology and configurations
2. Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
3. Knowledge of ticketing systems

Skills:

1. Excellence in communication and customer-facing skills
2. Strong oral, written and interpersonal skills
3. Excellent organizational skills
4. Ability to be on stand-by
5. Ability to follow instructions and processes with minimal instruction
6. 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.