Customer Service Engineer
About The Position
The Customer Service Engineer is an intermediate position performing repair tasks for a variety of technology-based products, typically in an end-user computing environment. The role provides desk-side technical support, troubleshooting, repair, equipment installation, and related services while meeting established customer service standards and operational metrics. The engineer communicates with end users and service desk personnel about arrival times, repair estimates, and repair status, and follows documented service operations policies and procedures. Other duties or certifications may be assigned to meet business needs.
Requirements
- Technical school certification or equivalent of 2–4 years of relevant experience.
- Maintain 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.
- Additional customer-specific certifications or training may be required.
Responsibilities
- Perform basic and moderately complex troubleshooting and repair of end-user equipment, 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.
- Display technical and professional service skills.
- Meet established customer satisfaction levels and other operational and customer service metrics.
- Proactively communicate with end users and service desk personnel about arrival times, repair time estimates, and repair status.
- Understand and follow documented service operations policies and procedures.
- Perform other duties or obtain certifications as assigned to meet business needs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
