AWS Connect Helpdesk - Tier 2 Support

Introduction:

We are seeking a Tier 2 Support Analyst to provide advanced technical support within a cloud-based contact center environment. This role combines traditional IT help desk responsibilities with specialized support for contact center platforms, including user management, troubleshooting, and escalation handling. The ideal candidate will have strong experience in IT support, excellent communication skills, and the ability to work in a fast-paced, customer-focused environment.

Responsibilities:

• Responding to Support Request: Answering user inquiries via phone, email, chat, and ServiceNow tickets. Providing first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams. Creating, modifying, and removing user accounts in AWS Connect and related systems. Managing permissions, roles, and access controls for agents and supervision. Assisting with helping users obtain system access in training sessions. Participating in various tasks and projects as needed.
• Troubleshooting and Problem Resolution: Diagnosing and resolving issues related to AWS Connect features, phone systems, and integrations. Troubleshooting hardware, software, and network problems affecting call routing, recording, or agent performance. Following up on unresolved tickets to ensure full resolution and user satisfaction. Contributing to updating knowledge base articles based on recurring issues.
• Escalation and Coordination: Receiving Tier 1 escalations and coordinating with Tier 3, as needed, to get ticket resolution.

Requirements:

Required Qualifications:

• 3+ years of IT Help Desk or Desktop Support experience
• 2+ years of Tier 2 support experience
• Experience with IT Service Management tools (e.g., ServiceNow)
• Strong experience with Microsoft Windows and Office 365
• Excellent communication and customer service skills
• Strong problem-solving and troubleshooting abilities

Preferred Qualifications:

• Experience supporting cloud-based contact center platforms (e.g., AWS Connect)
• Understanding of IVR systems and contact center technologies
• Prior experience in a federal or government environment
• Ability to work independently and manage multiple priorities

Education:

• Bachelor’s degree with 3+ years of experience, OR
• Master’s degree with 1+ year of experience, OR
• 7+ years of relevant experience in lieu of a degree

Additional Requirements:

• Ability to obtain and maintain a Public Trust clearance
• Must be able to work on-site full-time
• Flexible, self-motivated, and adaptable to a dynamic environment