Customer Service Engineer

Company Description

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.

Job Description

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.

Qualifications

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

Additional Information

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