Customer Support Technician Tier II VIP jobs in United States
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Computer World Services Corp. (CWS) · 3 weeks ago

Customer Support Technician Tier II VIP

positionMorrisville, NC
timeFull-time
remoteOnsite
senioritySenior Level
date5+ years exp

Computer World Services Corp (CWS) is seeking a detail-oriented and results-driven Customer Support Technician - Tier II VIP to provide advanced technical support for VIP users and high-touch clients. This role is critical in ensuring the seamless operation of IT systems and user satisfaction through professional and timely resolution of technical issues.

ComputerInformation TechnologySoftwareVirtual Reality
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Senior ManagementbadNo H1BnoteSecurity Clearance Requirednote

Responsibilities

Provide phone, email, web, and in-person support for IT issues, including e-mail, directories, operating systems, desktop applications, and custom applications deployed under this contract
Serve as the first point of contact for troubleshooting hardware/software issues, supporting both PC and Mac systems, and resolving printer problems
Deliver VIP and high-touch Tier 2+ support, ensuring prompt and professional assistance to executives and high-priority users
Assist with configuration, operation, and optimization of IT systems and assets
Perform system capacity analysis, planning, and resource utilization optimization
Provide guidance to users in accessing and using business systems effectively
Deliver exceptional customer service while clearly communicating technical solutions to users with varying levels of technical expertise
Follow up with users to confirm issue resolution and maintain a positive support experience
Stay informed about system updates, configurations, and newly deployed applications under the contract
Provide users with best practices and guidance to optimize system use and prevent recurring issues
Build, configure, and maintain desktop and endpoint devices
Perform advanced hardware repairs, including Tier 3+ physical support and Dell hardware
Accurately log issues, solutions, and resolutions in the ticketing system
Contribute to maintaining and enhancing knowledge base articles for frequently encountered issues

Qualification

Advanced IT supportOperating systems knowledgeDesktop device managementTicketing systems experienceHardware troubleshootingSystem capacity analysisCustomer service skillsProactive troubleshootingDell hardware supportRemote support toolsITIL certificationCompTIA A+Microsoft Certified ProfessionalCommunication skillsInterpersonal skillsDocumentation skills

Required

Minimum of 5–7 years of experience in IT support roles, particularly in high-touch, VIP environments
Expertise in supporting complex IT requirements and high-demand users
Advanced knowledge of operating systems, desktop and endpoint device management, and hardware troubleshooting
Microsoft Certified Professional (MCP)
CompTIA A+
Dell Certified Systems Engineer
Applicants must be eligible to obtain Public Trust clearance

Preferred

Experience with ticketing systems (e.g., ServiceNow, Zendesk, or Jira)
Familiarity with remote support tools and methodologies
Proven ability to manage and resolve escalated support issues with professionalism and efficiency
Experience with system capacity analysis and planning
Excellent interpersonal and communication skills to interact effectively with users at all organizational levels
ITIL certification v4 preferred

Company

Computer World Services Corp. (CWS)

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Computer World Services Corp. is an information technology company specializing in end to end network operations and IT solutions.
dateFounded in 1990
location
Falls Church, Virginia, USA
people-size201-500 employees
web-link
http://cwsc.com

Funding

Current Stage
Growth Stage

Leadership Team

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Farrukh Hameed
Founder and CEO
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Company data provided by crunchbase