Customer Service Engineer

@ Worldwide TechServices

Company Overview

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA, they serve technology providers, outsourcers, businesses, and consumers with top-notch infrastructure and professional services.

Job Description

The Customer Service Engineer is an intermediate role focused on repairing a variety of technology-based products in an end-user computing environment.

Responsibilities

• Perform basic and moderately complex troubleshooting on PCs, desktops, laptops, tablets, and printers.
• Provide dedicated support to client-identified VIPs.
• Manage change requests by installing new PC equipment and delivering end-user desk side support.
• Execute Install/Move/Add or Change (IMAC) activities.
• Conduct all assigned desk-side support tasks with professionalism.
• Meet established customer service satisfaction levels and operational metrics.
• Communicate proactively regarding repair statuses and timelines.
• Adhere to all documented service operations policies and procedures.
• Undertake additional duties or certifications as assigned.

Qualifications

Candidates typically require technical school certification or 2-4 years of relevant experience. Possession of OEM certifications as directed and familiarity with ITIL methodologies, A+ certification, as well as additional customer-specific training, are desired.

Skills

• Excellent communication and customer-facing skills.
• Strong oral, written, and interpersonal abilities.
• Ability to follow instructions with minimal guidance.
• Capability to lift or move computer equipment up to 50 lbs.
• Ownership of a basic repair kit is required.

Key skills/competency

Customer Service Engineer, troubleshooting, repair, end-user support, IMAC, ITIL, OEM certifications, technical support, communication, A+ certification