{"id":37634,"date":"2022-04-05T09:15:25","date_gmt":"2022-04-05T13:15:25","guid":{"rendered":"https:\/\/www.evecaribbean.com\/gy\/job\/customer-service-engineer-technician\/"},"modified":"2026-05-18T14:35:57","modified_gmt":"2026-05-18T18:35:57","slug":"customer-service-engineer-technician","status":"publish","type":"job","link":"https:\/\/evecaribbean.com\/gy\/job\/customer-service-engineer-technician\/","title":{"rendered":"Customer Service Engineer (Technician)"},"content":{"rendered":"

<\/p>\n

Job Summary<\/strong><\/span><\/p>\n

The Customer Service Engineer (Technician) provides on-site or off-site corrective or preventative maintenance service to servers, computers, laptops, printers, security devices, and other equipment sold and serviced by the Company. The function of the CSE is to:<\/span><\/p>\n

\n
Carries Out inbound customer calls\/ service and escalate customer issues as necessary to the Head-Service Operations<\/span><\/li>\n
Perform Parts installation and Testing and follows Manufacturer’s warranty processes as required and completes all required certification and updates of same as may be required from time to time.<\/span><\/li>\n
Offers after-sales technical support solutions once a product has been purchased.<\/span><\/li>\n<\/ul>\n
This position is especially responsible for providing technical support, troubleshooting and repairs of computer and printer systems in-house and at customer sites.<\/span><\/p>\n
Job Responsibilities<\/strong><\/span><\/p>\n
\n
Achieves the respective Service Level Agreements (SLAs) on all assigned jobs<\/span><\/li>\n
Ensures accurate and on-time completion of work details in Alert<\/span><\/li>\n
Repairing and troubleshooting PCs, Laptops, Printers and other equipment assigned.<\/span><\/li>\n
Provides user support and hardware repairs on site as needed.<\/span><\/li>\n
Supports Customers Operating System environment.<\/span><\/li>\n
Conducts Pre-Sales support as required.<\/span><\/li>\n
Conducts demonstrations of Company products and services as required.<\/span><\/li>\n
Ensures confidentiality of all Company and customer assignments and that these jobs are not divulged.<\/span><\/li>\n
Responsible for the safekeeping of all materials and tools and test equipment assigned to any site.<\/span><\/li>\n
Accountable for all usage of materials and for the return of any unused materials to the Company Warehouse.<\/span><\/li>\n
Uses Company delivery notes and requisition forms for all materials and equipment issued, usage and returns.<\/span><\/li>\n
Liaises with the Service Manager to determine the list of corrective tasks per customer locations and reports on action taken.<\/span><\/li>\n
Ensures that all defined Company standards for work on site, including aesthetics, material standards, software versions and licenses, are adhered to and met.<\/span><\/li>\n
Undertaking physical roll-out customer projects: printers and other equipment.<\/span><\/li>\n
Does training and certification tests as required by manufacturers to be able to support products sold and warrantied by Company.<\/span><\/li>\n
Carries out any other related duties that may be assigned.<\/span><\/li>\n
Verify whether machine is under warranty via job sheet issued from Helpdesk<\/span><\/li>\n
Verify that information on job sheet is accurate (e.g. model, serial no., client contact information, problem description, flow); refer to Manufacturers web-site if necessary, to reference the reported problem<\/span><\/li>\n
Ascertain if any tools or CDs to be taken to the job site and sign out in log book<\/span><\/li>\n
Meet and greet client in a polite and professional manner at all times<\/span><\/li>\n
Clarify problem with client<\/span><\/li>\n
Verify model and serial no. against that on worksheet, liaises with Service Desk if any discrepancies are identified.<\/span><\/li>\n
Examine physical state of hardware and log any broken or missing parts<\/span><\/li>\n
Accurately troubleshoot or diagnose problem with machine, including hardware and software.<\/span><\/li>\n
Effectively communicate findings to client<\/span><\/li>\n
If the diagnosed problem can be fixed completely and to the customer’s satisfaction, on site proceed to do so<\/span><\/li>\n
If the problem cannot be fixed on site identify the next steps to fix the problem (e.g. quotations, parts – warranty or billable)<\/span><\/li>\n
Ensure that customer site is clean upon completion of job<\/span><\/li>\n
Document findings on worksheet (e.g. job duration, troubleshooting process, problem etc.)<\/span><\/li>\n
Ensure that both CSE and end-user\/ client signs off on worksheet<\/span><\/li>\n
De-brief Service Manager and Helpdesk via email regarding client visit<\/span><\/li>\n
Return tools or CDs if utilized for job to Company and sign off in log book.<\/span><\/li>\n<\/ol>\n
Job Requirements<\/strong><\/span><\/p>\n
\n
A+ and Network+ certification<\/span><\/li>\n
Certification as a Computer Technician and Printer Technician or equivalent industry experience<\/span><\/li>\n<\/ol>\n
Job Experience<\/strong><\/span><\/p>\n
\n
3-5 years as a Customer Service Engineer in the IT industry with experience of :<\/span>\n
\n
Repairing and troubleshooting PCs, Laptops, Printers, MFPs, Plotters<\/span><\/li>\n
Testing and Installing Network Drops or Switches.<\/span><\/li>\n
Software Installation<\/span><\/li>\n
Security Installation – Hardware<\/span><\/li>\n
Cooling, Crimping, Machine Recovery<\/span><\/li>\n
Basic networking and technical proficiency on copier or printer systems.<\/span><\/li>\n
Specific Knowledge of parts and supplies for printers<\/span><\/li>\n
Networking and technical proficiency on copier or printer systems.<\/span><\/li>\n
Re-installation of Printer Drivers<\/span><\/li>\n
Software Solutions specific to printers<\/span><\/li>\n
Placing Printers back on Network and re-configuring<\/span><\/li>\n
Printer workflow management<\/span><\/li>\n
Specific Skills in handling Laser Printers and Multi-function Printers such as:<\/span>\n
\n
Perform general Services<\/span><\/li>\n
Fuser Assemblies<\/span><\/li>\n
Install maintenance kits<\/span><\/li>\n
Dot Matrix<\/span><\/li>\n
Power Supplies<\/span><\/li>\n
Perform General Services<\/span><\/li>\n
Rollers<\/span><\/li>\n
Install Cables<\/span><\/li>\n
Formatter<\/span><\/li>\n
Print Heads<\/span><\/li>\n
DC Controllers<\/span><\/li>\n
Motors<\/span><\/li>\n
Optical units<\/span><\/li>\n
Carrier Asm<\/span><\/li>\n
ADF Asm<\/span><\/li>\n
Rollers and other parts as needed<\/span><\/li>\n<\/ul>\n<\/li>\n
Hands-on experience with IBM, Lenovo Lexmark, APC and other key brands supported by the Company<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n
Job Skills & Abilities<\/strong><\/span><\/p>\n
\n
Repairing Printers, PCs, Laptops. <\/span><\/li>\n
Multifunction Units and Plotters. <\/span><\/li>\n
Testing and Installing Network Drops or Switches. <\/span><\/li>\n
Software Installation. <\/span><\/li>\n
Security Installation – Hardware. <\/span><\/li>\n
Server Cooling Solutions. <\/span><\/li>\n
Crimping of LAN Cables. <\/span><\/li>\n
Machine Recovery. <\/span><\/li>\n
Physical Installation of Equipment. <\/span><\/li>\n
Basic Wireless Communication. <\/span><\/li>\n
Networking and technical proficiency on copier or printer systems. <\/span><\/li>\n
Re-installation of Printer Drivers <\/span><\/li>\n
Software Solutions specific to printers <\/span><\/li>\n
Placing Printers back on Network and re-configuring <\/span><\/li>\n
Printer workflow management<\/span><\/li>\n<\/ul>\n
Job Ref: <\/strong>AJ<\/span><\/p>\n
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