Job Description

The Customer Service Engineer - is an intermediate position that performs tasks related to the repair of a variety of technology-based products typically associated in an end-user computing environment.

Qualifications

Responsibilities

• Performs basic and moderately complex troubleshooting and repair activities, typically associated in an end-user environment, including but not limited to PC's, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs
• 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.

Education and Experience :

Typically requires technical school certification or equivalent of 2-3 years of relevant experience

Certifications and / or Qualifications :

• Maintain all required OEM Certifications as directed by Management
• Knowledge of relevant software and hardware systems
• Understanding of ITIL methodologies
• A certification is desired
• May require additional customer-specific certifications or training as required

Skills :

• Excellence in 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 various computer equipment up to 50 lbs.
• Must own a basic repair kit

Last updated : 2024-05-05