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Worldwide Tech Services Customer Service Engineer in Ashland, Massachusetts

Description

Job Summary 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 PC’s, 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

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

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

Requirements

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 offer of employment is extended

Requisition Number: 20-0523

Post Date: 9/4/2020

Title: Customer Service Engineer

Position Type: Full Time

City: Ashland

State: MA

Zip Code: 01721

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