AWS Connect Tier 2 Support Specialist
2 weeks ago
AWS Connect Help Desk Tier 2 Support Analyst
Labor Category: Network Support Specialist (Junior Level)
The selected candidate will be required to provide on-site support at the headquarters, adhering to a structured work schedule.
Shifts will be organized into two segments: Morning and Evening.
The Morning shift will commence at 6:30 AM and conclude at 3:30 PM, while the Evening shift will run from 2:30 PM to 10:30 PM. Specific working hours will be confirmed by the CCaaS Service Manager.
Essential Skills:
Proven experience in delivering IT Help Desk support and resolving technical challenges. Familiarity with IT Service Management tools for ticketing and reporting is crucial.
Position Responsibilities:
Deliver Tier 2 support for the CCaaS (AWS Connect) application, addressing escalated issues from the Tier 1 support team.
Act as a backup for Tier 1 support, providing assistance with CCaaS 800 Number inquiries during peak call volumes or staff shortages, ensuring accurate logging of 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.
Efficiently triage requests to guarantee precise transfers and escalations of customer inquiries or issues.
Provide emergency support outside of regular hours as necessary.
Qualifications:
Basic Requirements:
Minimum of 3 years of Help Desk/Desktop support experience.
At least 3 years of experience with laptops operating on Microsoft Windows OS and the Office365 suite.
A minimum of 2 years of experience in providing Tier 2 IT support services.
2 years of experience utilizing an IT Service Management application for ticket logging and requests.
Strong communication and customer service skills are essential.
Demonstrated interpersonal skills to effectively engage with customers.
Preferred Skills:
A Bachelor's Degree combined with 3 years of relevant experience, a 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 highly desirable.
Exceptional communication and interpersonal abilities, with a focus on effective collaboration with customers.
A flexible and positive mindset, eager to learn new technical skills.
Strong problem-solving capabilities and the ability to thrive in a fast-paced environment.
A solid understanding of IVR terminology and services.
Ability to mentor and guide Tier 1 Support Analysts.
High levels of organization, reliability, and independence are required.
A genuine passion for technology is a must.
Candidate must be eligible to obtain and maintain a Public Trust clearance.
Company Overview:
Zenius Corporation, located 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 fostering a supportive work environment. 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 work schedules, aligned with business needs. We prioritize employee development through training and professional certification opportunities.
Diversity and Inclusion:
Zenius Corporation is an equal opportunity employer, providing equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or veteran status, in accordance with applicable laws.
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