Customer Service Engineer
About The Position
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. This role involves troubleshooting and repairing PCs, desktops, laptops, tablets, and printers, providing support to VIP clients, and managing change requests such as installing new equipment and performing IMAC activities. The engineer is expected to display outstanding technical and professional services skills, meet customer service satisfaction levels, and proactively communicate with end-users and service desk personnel regarding repair status.
Requirements
- 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
- 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
Nice To Haves
- A+ certification is desired
- May require additional customer-specific certifications or training as required
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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
251-500 employees
