Customer Service Engineer

Worldwide TechServices • Horsham, PA

8d

About The Position

The Customer Service Engineer is an intermediate position responsible for tasks related to repairing a variety of technology-based products, typically in an end-user computing environment. The role provides troubleshooting and repair support for PCs, desktops, laptops, tablets, and printers, including desk-side support, support for client-identified VIPs, and equipment installation or changes. The position requires customer-facing communication, adherence to service procedures and metrics, and maintaining required OEM certifications.

Requirements

• 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.
• Excellent 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 computer equipment weighing up to 50 lbs.
• Must own a basic repair kit.

Nice To Haves

• A+ certification is desired.

Responsibilities

• Perform basic and moderately complex troubleshooting and repair of technology products in an end-user environment, including PCs, desktops, laptops, tablets, and printers.
• Provide support to client-identified VIPs.
• Respond to change management requests, including installing new PC equipment and providing end-user desk-side support.
• Perform Install/Move/Add or Change (IMAC) activities.
• Perform assigned desk-side support activities.
• Meet established customer satisfaction levels and operational and customer service metrics.
• Communicate proactively with end users and service desk personnel about arrival times, estimated repair times, and repair status.
• Follow documented service operations policies and procedures.
• Perform other duties or obtain certifications as assigned to meet business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed