Customer Support Technician Tier II VIP

Job Description

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. The ideal candidate will possess in-depth technical expertise, excellent communication skills, and a proactive approach to troubleshooting and customer service.

Key Tasks and Responsibilities

Technical Support:

• 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.

System and Asset Management:

• 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.

Customer Interaction:

• 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.

Technical Knowledge:

• 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.

Device Management and Repairs:

• Build, configure, and maintain desktop and endpoint devices.
• Perform advanced hardware repairs, including Tier 3+ physical support and Dell hardware

Documentation and Reporting:

• Accurately log issues, solutions, and resolutions in the ticketing system.
• Contribute to maintaining and enhancing knowledge base articles for frequently encountered issues.

Job Requirements: