Sr. Customer Service Engineer

Worldwide TechServices; Phoenix (AZ); Presencial; USD 42 000 - 45 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical benefits

Dental benefits

Vision benefits

401K

Resumo da oferta

Worldwide TechServices is seeking a Senior Customer Service Engineer to perform advanced repair tasks in an end-user computing environment. The role focuses on supporting VIP clients, resolving complex issues, and maintaining asset security.

The position requires 4–7 years of relevant experience, strong communication skills, and proficiency with Microsoft Office tools and ITIL practices. Medical, dental, vision, and 401K benefits are offered.

Qualificações

• Typically requires technical school certification or equivalent of 4-7 years of relevant experience.
• ITIL knowledge and ticketing systems familiarity are preferred.
• Strong communication and customer-facing skills are essential.

Responsabilidades

• Provides support to client VIPs and performs advanced troubleshooting in end-user environments.
• Performs complex repair activities on PCs, desktops, laptops, tablets and printers.
• Collaborates with senior users and service desk teams to ensure timely resolutions.
• Proactively researches and suggests automated approaches to improve task efficiency.
• Manages deployment, tracking, and security of IT assets and follows change management processes.

Conhecimentos

Communication

Oral and written

Interpersonal skills

Stand-by readiness

Process adherence

Lifting 50 lbs

Formação académica

Technical school certification or equivalent

Ferramentas

PowerPoint

Microsoft Word

Excel

Outlook

Microsoft Office 365

Active Directory

Ticketing systems

ITIL knowledge

Descrição da oferta de emprego

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.
The selected candidate will be eligible for medical, dental, vision and 401K benefits. The salary range for this position is $41,600 - $44,760.00 annually.

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.