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Omm IT Solutions · 5 months ago

CCaaS Tier 3 Support Analyst/Platform Administrator

Woodlawn, Maryland, United States

Full-time, Contract

Onsite

Senior Level

7+ years exp

Omm IT Solutions is an IT Services company seeking a CCaaS Tier 3 Support Analyst/Platform Administrator to provide Tier 3 and Platform Administrator support for the CCaaS (AWS Connect) application. The role involves assisting in platform updates, training Tier 1/2 resources, and ensuring effective incident management and customer service support.

AnalyticsConsultingInformation TechnologySoftware

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Provide Tier 3 and Platform Administrator support of the CCaaS (AWS Connect) application

Assist in reviewing, planning and coordinating platform updates, upgrades or maintenance work as defined by the CCaaS Engineers

Assist CCaaS Shift Managers in developing and reviewing the service metrics and reporting to customers

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

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 off-hour emergency support as needed

Qualification

CCaaS Application supportServiceNow IT Service ManagementTier 3 IT supportRoot Cause Analysis (RCA)Microsoft Windows OSOffice365 suiteCommunication skillsInterpersonal skillsProblem-solving skillsAttention to detail

Required

Bachelor's Degree and 7 years of experience, Master's Degree and 5 year of experience OR 11+ years of experience in lieu of a degree

7 years of Help Desk/Desktop support experience

5 years of experience working with laptops running Microsoft Windows OS and Office365 suite

3 years of experience providing Tier 3 IT support services to customers

3 years of experience using an IT Service Manager application for logging tickets and requests

Experience in developing Root Cause Analysis (RCA), service management, service metrics reporting

Ability to learn and provide guidance to lower service tiers

Must have strong communication and customer service skills

Good Interpersonal skills that demonstrate the ability to communicate with customers

Must be able to obtain and maintain a Public Trust. Contract requirement

Extensive experience troubleshooting technical issues

Experience in providing a CCaaS Application support

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 problem-solving skills and the ability to work in a fast-paced environment

Strong understanding of IVR terminology and services

High level of organization, reliability, and independence

Passion and understanding of technology

Preferred

Strong written and verbal communication; ability to engage customers and respond effectively to questions

Self-starter, 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

Company

Omm IT Solutions

Omm IT Solutions (Omm) is a Columbia, Maryland based 8(a) certified Women Owned Small Business (WOSB), providing Information Technology (IT) consulting and contracting services on Federal, State government and commercial contracts .

Founded in 2006

Columbia, Maryland, USA

11-50 employees