Sr. Customer Service Engineer

Worldwide TechServices Open•New York, NY

37d

About The Position

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Tewksbury, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers. Job Summary The Senior Customer Service Engineer is a senior level position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment. The selected candidate will be eligible for medical, dental, vision and 401K benefits. The salary range for this position is $41,600 - $44,760.00 annually.

Requirements

Typically requires technical school certification or equivalent of 4-7 years of relevant experience
Proficient in hardware technology and configurations
Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
ITIL knowledge
Knowledge of ticketing systems
Experience using Active directory
Excellence in communication and customer-facing skills
Strong oral, written and interpersonal skills
Excellent organizational skills
Ability to be on stand-by
Ability to follow instructions and processes with minimal instruction
Ability to lift and or move various computer equipment up to 50 lbs.

Nice To Haves

Microsoft Office 365 preferred

Responsibilities

Provides support to client VIP’s
After hour support required as needed
Ability to be on stand-by as required in order to provide service to VIP clients
Performs complex troubleshooting, installs and repair activities, typically associated in an end-user environment, including but not limited to PC’s, desktops, laptops, tablets and printers.
Ability to collaborate with and support Sr. Level end users
Proactively research and recommend alternative automated approaches for successful completion of work
Responsible to manage, deploy, track and keep secure IT assets
Identify and recommend process improvements
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
Additional requirements may exist if offer of employment is extended