Sr. Customer Service Engineer

The Sr 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.

U.S. Citizenship is required for this position due to government contract requirements.

• Performs basic and moderately complex troubleshooting and repair activities, typically in an end‑user environment, including but not limited to PCs, desktops, laptops, tablets and printers.
• Provide support to client identified VIPs.
• Respond 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.
• Understand and follow all documented service operations policies and procedures.
• Other duties or certifications may be assigned to meet business needs.

• Typically requires technical school certification or equivalent of 2‑4 years of relevant experience.

• 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.

• 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.

Additional requirements may exist if an offer of employment is extended.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.