Sr. Customer Service Engineer

Worldwide TechServices, LLC; San Diego (CA); On-site; USD 42,000 - 45,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401K plan

Job summary

Worldwide TechServices is a global leader in delivering technology services with a focus on end-user computing. The Senior Customer Service Engineer will repair and support PCs, desktops, laptops, tablets, and printers in dynamic environments for demanding clients.

The role emphasizes strong customer-facing communication, proactive issue resolution, and the ability to stand-by for VIP service, with eligibility for medical, dental, vision and 401K benefits. Salary ranges reflect US market norms.

Qualifications

• 4-7 years of relevant experience or technical school certification.
• Proficient in hardware technology and configurations.
• Experience with PowerPoint, Word, Excel, and Outlook.
• ITIL knowledge.
• Knowledge of ticketing systems.
• Experience using Active Directory.

Responsibilities

• Provides support to client VIP’s.
• After hour support required as needed.
• Ability to be on stand-by as required to provide service to VIP clients.
• Performs complex troubleshooting, installs and repair activities in an end-user environment.
• Collaborates with and supports Sr. Level end users.
• Researches and recommends automated approaches for efficiency.
• Manages, deploys, tracks and secures IT assets.
• Responds to change management requests including IMAC activities.
• Performs all assigned desk-side support activities.
• Delivers professional services with strong communication.
• Meets customer service satisfaction metrics.

Skills

Communication skills

Customer-facing

Interpersonal skills

Organizational skills

Stand-by availability

Education

Technical school certification

Tools

PowerPoint

Word

Excel

Outlook

Active Directory

ITIL knowledge

Job description

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.