Technical Support Specialist
2 weeks ago
Job ID:
Tier 2 Support Analyst
REQUIREMENTS:
• Ability to secure and uphold a US Public Trust clearance
• Proven experience as a Tier 2 Help Desk Support Analyst
• Minimum of 3 years in Help Desk/Desktop support roles
• At least 3 years of experience with laptops operating on Microsoft Windows OS and the Office365 suite
• 2 years of providing Tier 2 IT support services to clients
• 2 years of experience utilizing an IT Service Management application for ticket and request logging
• Strong interpersonal skills demonstrating effective communication with clients
• Familiarity with ServiceNow IT Service Management
• Exceptional communication and interpersonal abilities to collaborate efficiently with clients
• Adaptable and positive demeanor with a willingness to acquire new technical skills
• Robust problem-solving capabilities and the ability to thrive in a dynamic environment
• Comprehensive understanding of IVR terminology and services
• High level of organization, dependability, and autonomy
• 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
RESPONSIBILITIES:
• Deliver Tier 2 support for the CCaaS (AWS Connect) application escalated from the Tier 1 support team
• Assume Tier 1 support responsibilities to provide CCaaS 800 Number assistance during peak call volumes or in the absence of Tier 1 resources, logging issues and requests in 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 precise transfers and escalations.
Quadrant Inc is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, or status as an individual with a disability.
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