VIP IT Support Engineer - After-Hours Desk-Side & Repair

Worldwide TechServices, LLC; Horsham (PA); On-site; USD 65,000 - 95,000; Full time

Job summary

Worldwide TechServices is seeking a Senior Customer Service Engineer to repair technology products in end-user computing environments, delivering high-quality service to demanding clients. The role covers after-hours support for VIP customers, on-site desk-side assistance, and hands-on repair of PCs, laptops, tablets and printers, with a focus on swift issue resolution.

Ideal candidates will have 4–7 years of relevant experience, strong communication skills, proficiency with Microsoft Office

Qualifications

• Typically requires technical school certification or equivalent of 4–7 years of relevant experience.
• 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.
• 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.

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 in end-user environment (PCs, desktops, laptops, tablets, 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 and end-user desk side support
• Perform IMAC activities
• Perform all assigned desk-side support activities
• Display outstanding technical and professional services skills
• Meet established customer service satisfaction levels and metrics
• Proactively communicate with end-user and service desk regarding arrivals, estimates and status
• 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

Skills

VIP client support

Stand-by availability

Troubleshooting

End-user computing

Communication skills

Education

Technical certification or equivalent experience

Tools

PowerPoint

Microsoft Word

Excel

Outlook

Active Directory

Ticketing systems

ITIL knowledge

Job description

Worldwide TechServices is seeking a Senior Customer Service Engineer to repair technology products in end-user computing environments, delivering high-quality service to demanding clients. The role covers after-hours support for VIP customers, on-site desk-side assistance, and hands-on repair of PCs, laptops, tablets and printers, with a focus on swift issue resolution.

Ideal candidates will have 4–7 years of relevant experience, strong communication skills, proficiency with Microsoft Office