CCaaS Tier 3 Support Analyst/Platform AdministratorOmm IT Solutions • Woodlawn, MD, us
CCaaS Tier 3 Support Analyst / Platform Administrator
Omm IT Solutions • Woodlawn, MD, us
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job_description.job_card.job_descriptionExperience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1 / 2 resources. Train and provide guidance to Tier 1 / 2 resources on resolving issues and processing requests. Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application. Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers. Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers. Fill in the role as part of the Tier 1 / 2 support to if needed provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 / 2 resources) to log issues and requests in ServiceNow IT Service Manager. Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution. Triage requests to ensure accurate transfers and escalation of customer requests or issues. Provide off-hour emergency support as needed. Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ years of experience in lieu of a degree. 7 years of Help Desk / Desktop support experience. 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite. 3 years of experience providing Tier 3 IT support services to customers. 3 years of experience using an IT Service Manager application for logging tickets and requests. Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting. Ability to learn and provide guidance to lower service tiers. Must have strong communication and customer service skills Good Interpersonal skills that demonstrate the ability to communicate with customers. Must be able to obtain and maintain a Public Trust. Contract requirement. Extensive experience troubleshooting technical issues. Experience in providing a CCaaS Application support. Experience with using ServiceNow IT Service Management. Excellent communication and interpersonal skills with the ability to collaborate effectively with customers. Flexible and positive attitude with interest in learning new technical skills. Strong problem-solving skills and the ability to work in a fast-paced environment. Strong understanding of IVR terminology and services. High level of organization, reliability, and independence. Passion and understanding of technology. Strong written and verbal communication; ability to engage customers and respond effectively to questions. Self-starter, highly motivated individual who adapts to a dynamic work environment. Strong attention to detail with an ability to operate effectively across multiple priorities. Prior Federal government experience.
Job Description
Please Note :
- It's 100% Onsite position.
- Selected candidate is required to work on-site at SSA headquarters 5 days a week Monday – Friday.
- There will be two shifts, Morning and Evening. Morning shift will be staggered staffing from 6 : 30am-3 : 30pm. Afternoon shift will be staggered from 2 : 30pm-10 : 30pm.
Key Required Skills :
Position Description :
Requirements
Skills Requirements :
Basic Qualifications
Required Skills
Desired Skills
Requirements
Help Desk / Desktop, Windows OS and Office365 suite.
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Support Administrator • Woodlawn, MD, us
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