Dynamic PC Support Techician

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, we provide infrastructure and professional services to leading technology providers, outsourcers, large and small businesses, and consumers. The Dynamic PC Support position performs tasks related to the repair of a variety of client products, including basic and moderately complex troubleshooting for desktops and laptops, and may support desk-side applications and infrastructure. This role interacts 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 guidelines and policies.
• Complete all administrative tasks associated with each call as documented in policies.
• Complete real-time reporting of all calls as required.
• Follow all established policies, guidelines, and documents for successful service delivery.
• Ensure control of assets and inventory through prompt turnaround of parts and equipment per client service agreements.
• Report all activity accurately and in a timely manner.
• Understand and adhere to all Safety policies and guidelines.
• Perform additional duties as assigned to meet business needs.

Required Qualifications

• Technical school certification or equivalent and 0-2 years of relevant experience.
• Previous customer service experience is a plus.
• 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.
• Ability to communicate effectively regarding technical issues with clients.
• Ability to drive to client locations, including long distances and occasional overnight assignments.
• Ability to lift and/or move computer equipment up to 50 lbs.
• Must own a basic repair tool kit.