Associate PC Support Technician

Worldwide TechServices is a global leader in delivering technology services and solutions to the world’s most demanding clients. Headquartered in Billerica, MA; we provide infrastructure services and professional services to the world’s leading technology providers, outsourcers, large and small businesses and consumers.

The PC Support Technician is an intermediate position that performs tasks related to the repair of a variety of client products. Performs basic and moderately complex troubleshooting activities for desktops and laptops.  May support Desk Side Support. Interacts directly with clients to address technical issues and respond to them timely and accurately.

Responsibilities

• Provide customer support for designated equipment
• Answer client questions in a professional manner
• Accept and deliver all service calls assigned within the established service level agreement for each client
• Meet established customer service satisfaction criteria as outlined in established guidelines and policies
• Complete all administrative tasks associated with each call as documented in established policies and guidelines
• Complete real time reporting of all calls as documented in established policies and guidelines
• Follow various established policies, guidelines, and documents relative to the successful delivery of service for each client
• Ensure control of assets and inventory through prompt turnaround of parts and equipment as required by client service agreements
• Report all time, mileage, and other requirements in an accurate and timely manner
• Understand all Safety policies and guidelines and works within the guidelines of policies on a daily basis
• Other duties may be assigned to meet business needs

Education and Experience:

• Typically requires technical school certification or equivalent and 1-3 years of relevant experience

Certifications and/or Qualifications:

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware
• Valid Driver’s License and reliable transportation with valid registration and adequate insurance
• Must meet all background requirements on an annual basis or as business needs require

Skills:

• Ability to communicate regarding technical issues with clients
• Ability to drive to client locations
• Ability to work overtime as required
• Ability to drive long distances, and occasional overnight assignments within other geographies
• Ability to lift and or move various computer equipment up to 50 lbs.
• Must be able to pass annual criminal and motor vehicle background
• Ability to pass agility test at hire or at time of internal transfer and every 3 years thereafter
• Must own a basic repair tool kit