IT Customer Support Engineer
2 weeks ago
Position Title: Customer Service Engineer
Overview:
The Customer Service Engineer plays a vital role in the maintenance and repair of various technology products within an end-user computing setting.
Key Responsibilities:
- Conduct basic to moderately complex troubleshooting and repair tasks related to PCs, desktops, laptops, tablets, and printers.
- Provide dedicated support to identified VIP clients.
- Respond to change management requests, including the installation of new PC equipment and delivering desk-side support.
- Execute Install/Move/Add or Change (IMAC) activities as required.
- Carry out all assigned desk-side support functions with professionalism.
- Exhibit exceptional technical and customer service skills consistently.
- Achieve established customer satisfaction levels and operational metrics as per guidelines.
- Maintain proactive communication with end-users and service desk personnel regarding service timelines and repair status.
- Adhere to documented service operations policies and procedures.
- Document processes, procedures, and Knowledge Base articles effectively.
- Perform imaging, file transfers, and configuration tasks as needed.
- Additional responsibilities may be assigned to align with business needs.
Qualifications:
Education and Experience:
Typically requires technical school certification or 2-4 years of relevant experience.
Experience with various hardware platforms such as Dell, Toshiba, HP, IBM, and Lenovo is essential.
Certifications:
Maintain all required OEM Certifications as directed by management.
Knowledge of relevant software and hardware systems is crucial.
Understanding of ITIL methodologies is preferred.
A+ certification is desired, along with any additional customer-specific certifications or training as required.
Skills:
Exemplary communication and customer-facing skills are necessary.
Strong oral, written, and interpersonal skills are essential.
Ability to follow instructions and processes with minimal supervision is required.
Physical capability to lift and move various computer equipment up to 50 lbs.
Willingness to travel between customer locations as needed.
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