Sr. Customer Service Engineer

Worldwide TechServices Open • Horsham, PA

1d

About The Position

The Senior Customer Service Engineer is a senior-level position responsible for repairing and supporting a variety of technology products typically used in end-user computing environments. The role provides technical support to VIP and senior-level end users, performs complex troubleshooting and repairs, and manages IT assets. It also includes desk-side support and equipment installation or changes, including Install/Move/Add or Change (IMAC) activities. The engineer communicates service status and repair estimates to users and service desk personnel, follows documented service operations policies and procedures, and works to meet customer satisfaction and operational metrics. After-hours support and standby availability may be required as needed.

Requirements

• Technical school certification or equivalent of 4–7 years of relevant experience.
• Proficiency in hardware technology and configurations.
• Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook.
• Knowledge of ITIL.
• Knowledge of ticketing systems.
• Experience using Active Directory.
• Excellent communication and customer-facing skills.
• Strong oral, written, and interpersonal skills.
• Excellent organizational skills.
• Ability to be on standby.
• Ability to follow instructions and processes with minimal instruction.
• Ability to lift or move computer equipment weighing up to 50 pounds.

Nice To Haves

• Microsoft Office 365 experience.

Responsibilities

• Provide support to client VIPs.
• Provide after-hours support as needed and be available on standby as required to serve VIP clients.
• Perform complex troubleshooting, installation, and repair of end-user technology, including PCs, desktops, laptops, tablets, and printers.
• Collaborate with and support senior-level end users.
• Research and recommend alternative automated approaches to complete work successfully.
• Manage, deploy, track, and secure IT assets.
• Identify and recommend process improvements.
• 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 and all assigned desk-side support activities.
• Demonstrate technical and professional service skills.
• 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: Senior
• Education Level: No Education Listed