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CCaaS Tier 3 Support Analyst / Platform Administrator

CCaaS Tier 3 Support Analyst / Platform Administrator

Omm IT SolutionsWoodlawn, MD, us
30+ days ago
Job type
  • Full-time
  • Quick Apply
Job description

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 :

  • Experience 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.

    • Position Description :

  • 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.

    • Requirements

    Skills Requirements :

    Basic Qualifications

  • 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.

    • Required Skills

  • 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.

    • Desired Skills

  • 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.

    • Requirements

    Help Desk / Desktop, Windows OS and Office365 suite.

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    Support Administrator • Woodlawn, MD, us

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