Sr. Customer Service Engineer

Company Description

Worldwide Tech Services is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world's leading technology providers, outsource rs, large and small businesses and consumers.

Job Description

The Senior Customer Service Engineer is a senior level position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

Qualifications

Responsibilities

• Provides support to client VIP's

• After hour support required as needed

• Ability to be on stand-by as required in order to provide service to VIP clients

• Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.

• Ability to collaborate with and support Sr. Level end users

• Proactively research and recommend alternative automated approaches for successful completion of work

• Responsible to manage, deploy, track and keep secure IT assets
• Identify and recommend process improvements

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

• Perform Install/Move/Add or Change (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

• Understands and follows all documented service operations policies and procedures.

• Other duties or certifications may be assigned to meet business needs

• Additional requirements may exist if offer of employment is extended

Requirements

Requirements

Education and Experience:

• Typically requires technical school certification or equivalent of 4-7 years of relevant experience

Certifications and/or

Qualifications:

• Proficient in hardware technology and configurations

• Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook

• Microsoft Office 365 preferred
• ITIL knowledge

• Knowledge of ticketing systems

• Experience using Active directory

Skills:

• Excellence in communication and customer-facing skills

• Strong oral, written and interpersonal skills

• Excellent organizational skills

• Ability to be on stand-by

• Ability to follow instructions and processes with minimal instruction

• Ability to lift and or move various computer equipment up to 50 lbs.

• After hour support required as needed

• Ability to be on stand-by as required in order to provide service to VIP clients

• Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.

• Ability to collaborate with and support Sr. Level end users

• Proactively research and recommend alternative automated approaches for successful completion of work

• Responsible to manage, deploy, track and keep secure IT assets
• Identify and recommend process improvements

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

• Perform Install/Move/Add or Change (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

• Understands and follows all documented service operations policies and procedures.

• Other duties or certifications may be assigned to meet business needs

• Additional requirements may…