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Senior Technical Support Specialist

2 months ago

Columbus, Ohio, United States Worldwide TechServices Full time
Job Overview

Company Overview:
Worldwide TechServices stands as a premier provider of technology solutions and services, catering to a diverse clientele that includes leading technology firms, outsourcing companies, and various businesses globally. Our headquarters are located in Billerica, MA, where we specialize in delivering comprehensive infrastructure and professional services.

Position Summary:

The role of Dynamic Server Support is a senior-level position focused on the maintenance and repair of a wide range of client technologies. This position entails performing troubleshooting tasks that vary in complexity for desktops, laptops, Desk Side Support, ESF, and Servers. The technician will engage directly with clients to resolve technical challenges promptly and effectively.

Key Responsibilities:
  • Deliver exceptional customer support for assigned equipment.
  • Respond to client inquiries with professionalism and clarity.
  • Manage and execute all service calls assigned, adhering to established service level agreements.
  • Achieve customer satisfaction metrics as defined by company policies.
  • Complete all necessary administrative documentation related to service calls as per company guidelines.
  • Conduct real-time reporting of service activities in accordance with established protocols.
  • Follow all policies and guidelines to ensure successful service delivery for each client.
  • Maintain control of assets and inventory through timely management of parts and equipment as per service agreements.
  • Document all activities accurately and in a timely manner.
  • Adhere to safety policies and procedures consistently.
  • Additional responsibilities may be assigned based on business needs.
Qualifications:

Education and Experience:
Typically requires technical school certification or equivalent experience, with 0-2 years in a relevant field. Previous experience in customer service is advantageous.

Certifications and Skills:
Must maintain all required OEM Certifications as directed by management. Proficiency in relevant software and hardware is essential. A valid driver's license and reliable transportation with appropriate insurance are required.

Skills Required:
  • Strong communication skills for discussing technical issues with clients.
  • Ability to travel to client locations as needed.
  • Willingness to undertake long-distance travel and occasional overnight assignments.
  • Physical capability to lift and move computer equipment weighing up to 50 lbs.
  • Possession of a basic repair tool kit is necessary.

Confidentiality Notice:
All information provided will be kept confidential in accordance with EEO guidelines.