VIP Desk-Side IT Support Engineer

Worldwide TechServices, LLC; Horsham (PA); On-site; USD 42,000 - 65,000; Full time

Job summary

Worldwide TechServices, LLC is seeking an intermediate Customer Service Engineer to perform repair and support tasks for a variety of technology products in an end-user computing environment. The role requires troubleshooting, end-user support, and desk-side assistance, with responsibilities including IMAC activities and VIP client support.

The ideal candidate will have a technical school certification or 2–4 years of relevant experience, knowledge of ITIL, and OEM certifications.

Qualifications

• Requires technical school certification or 2–4 years of relevant experience.
• Maintain 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.

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities on PCs, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• Responds to change management requests including installing new PC equipment and end-user desk side support.
• 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.
• 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.

Skills

Customer-facing

Communication

End-user support

ITIL knowledge

A+ certification

Education

Technical school certification or 2–4 years experience

Job description

Worldwide TechServices, LLC is seeking an intermediate Customer Service Engineer to perform repair and support tasks for a variety of technology products in an end-user computing environment. The role requires troubleshooting, end-user support, and desk-side assistance, with responsibilities including IMAC activities and VIP client support.

The ideal candidate will have a technical school certification or 2–4 years of relevant experience, knowledge of ITIL, and OEM certifications.