Customer Service Engineer

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

Responsibilities

• • Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.

• • Provide support to client identified VIPs

• • 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

• Education and Experience:

• • Typically requires technical school certification or equivalent of 2-4 years of relevant experience

• Certifications and/or Qualifications:

• • Maintain all required 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

Skills

• • Excellence in communication and customer-facing skills

• • Strong oral, written and interpersonal skills

• • Ability to follow instructions and processes with minimal instruction

• • Ability to lift and or move various computer equipment up to 50 lbs.

• • Must own a basic repair kit

• Additional requirements may exist if offer of employment is extended

• All your information will be kept confidential according to EEO guidelines.