Dynamic Server Support Technician

Position Overview

Worldwide TechServices is a global leader in delivering technology services and solutions to the world's most demanding clients. Headquartered in Billerica, MA, the company provides infrastructure and professional services to a wide spectrum of clients, including leading technology providers, outsourcers, and businesses of all sizes.

The Dynamic Server Support role is a senior position responsible for repairing a variety of client products. This role involves performing basic, moderately complex, and complex troubleshooting activities on desktops, laptops, Desk Side Support, ESF, and Servers while interacting directly with clients to address technical issues in a timely and accurate manner.

Key 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 the guidelines and policies.
• Complete all administrative tasks and real-time call reporting as documented in the policies and guidelines.
• Follow established policies, guidelines, and documents to ensure successful service delivery.
• Control assets and inventory through prompt turnaround of parts and equipment as required by client service agreements.
• Report all activity accurately and in a timely manner.
• Adhere to all safety policies and guidelines during daily operations.
• Perform additional duties as assigned to meet business needs.

Required Qualifications

• Typically requires technical school certification or equivalent and 0-2 years of relevant experience.
• Previous customer service experience is a plus.
• Must maintain all required OEM Certifications as directed by Management.
• Knowledge of relevant software and hardware.
• Valid Driver's License with reliable transportation, valid registration, and adequate insurance.
• Ability to communicate technical issues clearly with clients.
• Ability to drive to client locations, including long distances and occasional overnight assignments.
• Capability to lift or move computer equipment up to 50 lbs.
• Must own a basic repair tool kit.

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.