Customer Service Engineer

4 weeks ago


Buffalo, New York, United States Worldwide TechServices Full time

Job Title: Customer Service Engineer

Job Summary:

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. We are seeking a skilled Customer Service Engineer to join our team.

Job Description:

As a Customer Service Engineer, you will be responsible for performing tasks related to the repair of technology-based products in an end-user computing environment. You will provide support to clients, respond to change management requests, and perform install/move/add or change (IMAC) activities.

Responsibilities:

• Perform basic and moderately complex troubleshooting and repair activities, including PC's, desktops, laptops, tablets, and printers.

• Provide support to client-identified VIPs.

• Respond to change management requests, including installing new PC equipment, providing end-user desk-side support, and other related activities.

• Perform 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.

• Understand and follow all documented service operations policies and procedures.

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 an offer of employment is extended.

Additional Information:

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



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