Sr. Customer Service Engineer

Worldwide TechServices, LLC; Wyomissing (Berks County); On-site; USD 90,000 - 120,000; Full time

Job summary

Worldwide TechServices, LLC is seeking a Senior Customer Service Engineer to repair and support a range of technology products in end-user environments. The role emphasizes VIP client service, after-hours availability, and advanced troubleshooting across PCs, laptops, tablets, and printers.

The incumbent will collaborate with Sr. end users, find efficient solutions, and help advance service quality while maintaining asset security and compliance.

Qualifications

• Requires a technical school certification or equivalent with 4–7 years of relevant experience.
• Proficient in common office tools (PowerPoint, Word, Excel, Outlook).
• ITIL knowledge and familiarity with ticketing systems are preferred.
• Experience with Active Directory is beneficial for user support and access management.

Responsibilities

• Provide support to client VIPs and meet after-hours needs.
• Perform complex troubleshooting, installation, and repair in end-user environments (PCs, laptops, tablets, printers).
• Collaborate with senior end users and service desk teams to resolve issues quickly.
• Proactively research and recommend more efficient, automated approaches.
• Manage, deploy, track, and secure IT assets and respond to change requests.
• Complete desk-side support and IMAC activities as required.
• Maintain professional and technical service standards and adhere to policies.

Skills

Communication skills

Customer-facing

Organizational skills

Stand-by availability

Instruction adherence

Physical handling

Education

Technical school certification

Tools

PowerPoint

Microsoft Word

Excel

Outlook

Microsoft Office 365

Active Directory

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 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.

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.