CCaaS Tier 2 Support Analyst

4 days ago

Baltimore, United States Omm IT Solutions Full time
Please Note:
  • Selected candidate must reside within two (2) hours of the clients Headquarters in Woodlawn MD
  • Selected candidate is required to work onsite at the clients headquarters 5 days a week Monday Friday. There will be two shifts Morning and Evening. Morning shift will be staggered staffing from 6:30am3:30pm. Afternoon shift will be staggered from 2:30pm10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.

Position Description:
  • Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
  • Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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 offhour emergency support as needed.

Key Required Skills:
Experience in providing IT Help Desk support and assistance in resolving their technical issues. Experience and familiarity with using an IT Service Manager tool for ticket creation updating and reporting.

RequirementsBasic Qualifications:
  • 3 years of Help Desk/Desktop support experience.
  • 3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
  • 2 years of experience providing Tier 2 IT support services to customers.
  • 2 years of experience using an IT Service Manager application for logging tickets and requests.
  • Must have strong communication and customer service skills
  • Good Interpersonal skills that demonstrate the ability to communicate with customers.

Required Skills:
  • Bachelors Degree and 3 years of experience Masters Degree and 1 year of experience OR 7 years of experience in lieu of a degree.
  • 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 problemsolving skills and the ability to work in a fastpaced environment.
  • Strong understanding of IVR terminology and services.
  • Provide guidance and mentor Tier 1 Support Analysts.
  • High level of organization reliability and independence.
  • Passion and understanding of technology.
  • Must be able to obtain and maintain a Public Trust. Contract requirement.

Desired Skills:
  • Strong written and verbal communication; ability to engage customers and respond effectively to questions.
  • Selfstarter 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.

Basic Qualifications: Minimum knowledge, skills, abilities needed. Bachelor s Degree and 7 years of work experience, Master s Degree and 5 years of work experience, or 11 years of relevant experience in lieu of a degree. Must possess the F5 Certified Technology Specialist or Solutions Expert Level Certification. Seasoned industry professional with 3 -5 years of hands-on server load balancing experience in medium to large enterprise networks. 4 year of experience with network connectivity for physical and virtualized servers. 4 year of Experience installing and configuring network equipment such as routers, switches, firewalls, etc. 4 year of experience with the communication network using TCP/IP protocol. Demonstrate strong oral and written communication skills, with the ability to communicate technical topics to management and non-technical audiences, as well as interface with the customer on a daily basis. Must be able to obtain a Position of Trust designation Preferred Qualifications: Candidates with these skills will be given preferential consideration. Passed VMWare Data Center Virtualization or End User Computing examination Passed Cisco CCNP Certification Prior hands on experience with Cisco networks Knowledge of networking protocols such Domain Name Server (DNS), Simple Network Management Protocol (SNMP) Knowledge of IP routing protocols and implementations

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