Sr. Customer Service Engineer

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

Requirements

• Requirements Education and Experience:
• -Typically requires technical school certification or equivalent of 4-7 years of relevant experience
• Certifications and/or Qualifications:
• -Proficient in hardware technology and configurations
• -Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
• -Microsoft Office 365 preferred -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.
• -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
• All your information will be kept confidential according to EEO guidelines.

Benefits

Additional Information

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.

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Company Intel

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