AWS Connect Tier 2 Support Specialist
2 weeks ago
AWS Connect Tier 2 Support Specialist
Labor Category: Network Support Specialist (Junior Level)
The selected candidate will be required to work on-site at the headquarters five days a week, Monday through Friday.
Shifts will be divided into two categories: Morning and Evening.
The Morning shift will operate from 6:30 AM to 3:30 PM, while the Evening shift will run from 2:30 PM to 10:30 PM. Specific work hours will be confirmed by the CCaaS Service Manager.
Essential Skills:
Proven experience in delivering IT Help Desk support and effectively resolving technical issues. Familiarity with IT Service Management tools for ticket creation, updates, and reporting is essential.
Position Responsibilities:
Provide Tier 2 support for the CCaaS (AWS Connect) application, addressing escalated issues from the Tier 1 support team.
Act as a Tier 1 support resource during high call volumes or in the absence of Tier 1 personnel, logging issues and requests in the ServiceNow IT Service Manager.
Adhere to established CCaaS Standard Operating Procedures (SOPs) for incident management, ticket documentation, escalation, notification, and resolution.
Assess requests to ensure accurate transfers and escalations of customer inquiries or issues.
Offer emergency support outside of regular hours as necessary.
Qualifications:
Foundational Skills for Success:
(Basic Qualifications)
Minimum of 3 years of Help Desk/Desktop support experience.
At least 3 years of experience with laptops running Microsoft Windows OS and the Office365 suite.
A minimum of 2 years providing Tier 2 IT support services to clients.
2 years of experience utilizing an IT Service Management application for logging tickets and requests.
Strong communication and customer service skills are required.
Excellent interpersonal skills that facilitate effective communication with clients.
Key Skills to Excel:
These competencies will enhance your success in this role:
Bachelor's Degree with 3 years of experience, Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
Experience with ServiceNow IT Service Management is preferred.
Exceptional communication and interpersonal skills with the ability to collaborate effectively with clients.
A flexible and positive attitude with a willingness to learn new technical skills.
Strong problem-solving abilities and capacity to thrive in a fast-paced environment.
Comprehensive understanding of IVR terminology and services.
Provide guidance and mentorship to Tier 1 Support Analysts.
High levels of organization, reliability, and independence are essential.
A passion for technology and a commitment to continuous learning.
Must be able to obtain and maintain a Public Trust clearance as required by contract.
Preferred Skills:
Demonstrate your expertise through the following:
Strong written and verbal communication skills; ability to engage clients and respond effectively to inquiries.
A self-motivated individual who adapts well to a dynamic work environment.
Attention to detail with the ability to manage multiple priorities effectively.
Prior experience with Federal government projects is advantageous.
Education:
Bachelor's Degree with 3 years of experience, Master's Degree with 1 year of experience, or 7+ years of experience in lieu of a degree.
Must be able to obtain a Public Trust clearance.
About Zenius Corporation
Zenius Corporation, based in Leesburg, Virginia, is a HUBZone-certified small business specializing in Grants Management, IT Modernization, Acquisition Management, and Financial Management services for Federal agencies. Recognized by Inc 5000 as one of the fastest-growing companies in the DC Metro Area for two consecutive years, Zenius is also listed by Financial Times as one of the fastest-growing companies in the Americas.
Employee Benefits:
Zenius Corporation is committed to being an employee-oriented organization. We offer a competitive benefits package that includes paid holidays, paid time off, comprehensive medical insurance (health, vision, dental), 401K matching, Flexible Spending Accounts, and flexible schedules based on business needs. We also support our employees in training and professional certification initiatives that enhance their careers.
Equal Opportunity Employer:
Zenius Corporation provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. This policy applies to all aspects of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Zenius Corporation expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
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