Afternoon shift will be staggered from 2:30pm\-10:30pm. \n \n \n \n \n \n \n \n \n \n Key Required ... Strong understanding of IVR terminology and services.\n \n * High level of organization ...
Afternoon shift will be staggered from 2:30pm\-10:30pm. \n \n \n \n \n \n \n \n \n \n Key Required ... Strong understanding of IVR terminology and services.\n \n * High level of organization ...
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CCaaS Tier 3 Support Analyst/Platform Administrator
Ellicott City, MD
Omm IT Solutions
Contractor
Re-posted 11 days ago
Job description
\n <\/head>\n \n \n
\n Please Note:<\/b><\/span><\/span>\n <\/div>\n
- \n
- It's 100% Onsite position. <\/b><\/span>\n
\n <\/b><\/span><\/span><\/span><\/li>\n- Selected candidate is required to work on\-site at SSA headquarters 5 days a week Monday - Friday. <\/b><\/span><\/span><\/span>\n
<\/li>\n- 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.<\/b><\/span>\n
\n <\/span><\/span><\/span><\/li>\n <\/ul>\n\n \n
\n <\/span><\/span>\n <\/div>\n\n Key Required Skills:<\/b><\/span>\n
\n <\/span><\/span>\n <\/div>\n- \n
- Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1\/2 resources. <\/span><\/span><\/span>\n
<\/li>\n - Train and provide guidance to Tier 1\/2 resources on resolving issues and processing requests.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n <\/ul>\n\n \n
\n <\/span><\/span>\n <\/div>\n\n Position Description:<\/b><\/span>\n
\n <\/span><\/span>\n <\/div>\n- \n
- Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - 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.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - Follow defined CCaaS Standard Operating Procedures (SOPs) for Incident management, ticket documentation, escalation, notification, and resolution.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - Triage requests to ensure accurate transfers and escalation of customer requests or issues.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n - Provide off\-hour emergency support as needed.<\/span>\n
\n <\/span><\/span><\/span><\/li>\n <\/ul>\n\n
\n <\/div>\n <\/span>\n
\n \n Requirements<\/h3>\n\n Skills Requirements: \n
<\/b><\/span><\/span>\n <\/div>\n\n \n
\n <\/b><\/span><\/span>\n <\/div>\n\n Basic Qualifications<\/b>\n
<\/span><\/span>\n <\/div>\n- \n
- 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. \n
<\/span><\/span><\/span><\/li>\n - 7 years of Help Desk\/Desktop support experience.\n
<\/span><\/span><\/span><\/li>\n - 5 years of experience working with laptops running Microsoft Windows OS and Office365 suite.\n
<\/span><\/span><\/span><\/li>\n - 3 years of experience providing Tier 3 IT support services to customers.\n
<\/span><\/span><\/span><\/li>\n - 3 years of experience using an IT Service Manager application for logging tickets and requests.\n
<\/span><\/span><\/span><\/li>\n - Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting.\n
<\/span><\/span><\/span><\/li>\n - Ability to learn and provide guidance to lower service tiers.\n
<\/span><\/span><\/span><\/li>\n - Must have strong communication and customer service skills\n
<\/span><\/span><\/span><\/li>\n - Good Interpersonal skills that demonstrate the ability to communicate with customers.\n
<\/span><\/span><\/span><\/li>\n - Must be able to obtain and maintain a Public Trust. Contract requirement.\n
<\/span><\/span><\/span><\/li>\n <\/ul>\n\n \n
\n <\/span><\/span>\n <\/div>\n\n Required Skills<\/b>\n
<\/span><\/span>\n <\/div>\n- \n
- Extensive experience troubleshooting technical issues.\n
<\/span><\/span><\/span><\/li>\n - Experience in providing a CCaaS Application support.\n
<\/span><\/span><\/span><\/li>\n - Experience with using ServiceNow IT Service Management.\n
<\/span><\/span><\/span><\/li>\n - Excellent communication and interpersonal skills with the ability to collaborate effectively with customers.\n
<\/span><\/span><\/span><\/li>\n - Flexible and positive attitude with interest in learning new technical skills.\n
<\/span><\/span><\/span><\/li>\n - Strong problem\-solving skills and the ability to work in a fast\-paced environment.\n
<\/span><\/span><\/span><\/li>\n - Strong understanding of IVR terminology and services.\n
<\/span><\/span><\/span><\/li>\n - High level of organization, reliability, and independence.\n
<\/span><\/span><\/span><\/li>\n - Passion and understanding of technology.\n
<\/span><\/span><\/span><\/li>\n <\/ul>\n\n \n
\n <\/span><\/span>\n <\/div>\n\n Desired Skills<\/b>\n
<\/span><\/span>\n <\/div>\n- \n
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.\n
<\/span><\/span><\/span><\/li>\n - Self\-starter, highly motivated individual who adapts to a dynamic work environment.\n
<\/span><\/span><\/span><\/li>\n - Strong attention to detail with an ability to operate effectively across multiple priorities.\n
<\/span><\/span><\/span><\/li>\n - Prior Federal government experience.<\/span><\/span><\/span><\/li>\n <\/ul>\n \n
\n <\/div>\n <\/span>\n
\n <\/body>\n<\/html>
- Strong written and verbal communication; ability to engage customers and respond effectively to questions.\n
- Extensive experience troubleshooting technical issues.\n
- 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. \n
- Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application.<\/span>\n
- Selected candidate is required to work on\-site at SSA headquarters 5 days a week Monday - Friday. <\/b><\/span><\/span><\/span>\n