Customer Service Engineer

Worldwide TechServices•Melbourne, FL

About The Position

The Customer Service Engineer is an intermediate position responsible for repairing and supporting a variety of technology-based products typically used in end-user computing environments. The role provides hands-on desk-side support, including troubleshooting and repair, equipment installation and changes, and customer communications. The position may also involve additional duties or certifications to meet business needs.

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 or move computer equipment weighing up to 50 lbs.
Must own a basic repair kit.
Additional customer-specific certifications or training may be required.

Nice To Haves

A+ certification is desired.

Responsibilities

Perform basic and moderately complex troubleshooting and repair of end-user technology, 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.
Maintain strong technical and professional service standards.
Meet established customer satisfaction levels and operational and customer service metrics.
Proactively communicate with end users and service desk personnel about arrival times, repair 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.