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Technical Support Specialist
2 months ago
Company Overview:
Worldwide TechServices stands as a premier provider of technology solutions and services, catering to a diverse clientele across the globe. With our headquarters located in Billerica, MA, we specialize in delivering infrastructure and professional services to leading technology firms, outsourcing companies, and various businesses.
Position Summary:
The role of the Dynamic PC Support involves executing tasks associated with the maintenance and repair of various client devices. This position requires performing both basic and moderately complex troubleshooting for desktop and laptop systems. The technician may also assist with Desk Side applications and infrastructure, engaging directly with clients to resolve technical issues promptly and effectively.
Key Responsibilities:
- Deliver customer support for assigned equipment.
- Respond to client inquiries in a courteous and professional manner.
- Handle all service calls assigned within the agreed service level parameters.
- Achieve established customer satisfaction metrics as defined by company policies.
- Complete all necessary administrative tasks related to each service call as per company guidelines.
- Provide real-time reporting of service calls as required.
- Adhere to established policies and procedures to ensure successful service delivery.
- Manage asset and inventory control through timely processing of parts and equipment as per client agreements.
- Document all activities accurately and in a timely fashion.
- Comply with all safety policies and procedures during daily operations.
- Additional responsibilities may be assigned based on business needs.
Qualifications:
Education and Experience:
Typically requires technical school certification or equivalent experience, along with 0-2 years in a relevant field. Previous experience in customer service is advantageous.
Certifications and Skills:
Maintain all necessary OEM certifications as directed by management. Proficiency in relevant software and hardware is essential. A valid driver's license and reliable transportation with appropriate registration and insurance are required.
Essential Skills:
- Effective communication skills for discussing technical issues with clients.
- Ability to travel to client locations as needed.
- Capability to drive long distances and undertake occasional overnight assignments.
- Physical ability to lift and move computer equipment weighing up to 50 lbs.
- Possession of a basic repair tool kit is necessary.
Additional Information:
All personal information will be handled confidentially in accordance with EEO guidelines.
