Customer Service Engineer

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.

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

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end‑user environment, including but not limited to PCs, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• 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.
• Understand and follow all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs.

Education and Experience:

• Typically requires technical school certification or equivalent of 2-4 years of relevant experience.
• 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 offer of employment is extended.

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

By clicking the link above or any third‑party link within this posting, you are leaving this site and going to a third‑party website where the third‑party website's terms and privacy policy apply.