Customer Service Engineer

TL;DR

Customer Service Engineer (IT Support): Perform troubleshooting and repair for end-user computing devices with an accent on desk-side support, IMAC activities, and maintaining customer service satisfaction metrics. Focus on proactive communication with end users and service desk personnel while following documented service operations policies and procedures.

Location: New York, NY, USA

Salary: $20.50/hr

Company

hirify.global provides technology services and solutions for end-user and enterprise clients.

What you will do

• Troubleshoot and repair end-user technology products including PCs, desktops, laptops, tablets, and printers.
• Provide desk-side support and respond to change management requests, including installing new PC equipment.
• Perform Install/Move/Add or Change (IMAC) activities and other assigned desk-side support tasks.
• Support client-identified VIPs and maintain customer service satisfaction and operational metrics.
• Communicate proactively with end users and service desk personnel about arrival times, repair estimates, and repair status.
• Follow documented service operations policies and procedures.

Requirements

• 2–4 years of relevant experience or technical school certification (or equivalent).
• Knowledge of relevant software and hardware systems.
• Understanding of ITIL methodologies.
• Maintain required OEM certifications as directed by management.
• Ability to lift and/or move computer equipment up to 50 lbs.
• Must own a basic repair kit.

Culture & Benefits

• Full-time technician role with established customer service satisfaction and operational metrics.
• Clear service operations policies and procedures to follow.
• Customer-facing work with emphasis on communication and professionalism.
• Ongoing OEM certification maintenance and possible additional customer-specific training.

Hiring process

• Application review and follow-up if additional requirements apply after an offer is extended.