Sr. Customer Service Engineer
On-siteManville, New Jersey, United States
Job Summary
Provide desk-side support for VIP clients, performing complex troubleshooting, installs, and repairs on PCs, laptops, tablets, and printers. Manage, deploy, track, and secure IT assets while responding to change management requests and executing Install/Move/Add or Change activities. Collaborate with senior-level end users, proactively research alternative automated approaches, and recommend process improvements. Maintain open communication regarding arrival times, repair estimates, and status updates. Adhere to documented service policies and meet established customer service metrics. After-hour support and on-call readiness are required as needed.
Required Qualifications
- Technical school certification or equivalent of 4-7 years of relevant experience
- Proficient in hardware technology and configurations
- Proficiency with PowerPoint, Microsoft Word, Excel, and Outlook
- 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 lift and or move various computer equipment up to 50 lbs
- Ability to be on stand-by
- Ability to follow instructions and processes with minimal instruction
- After hour support required as needed
- Ability to be on stand-by as required in order to provide service to VIP clients
Desired Qualifications
- Microsoft Office 365 preferred
- ITIL knowledge
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