CCaaS Tier 2 Support Analyst - Afternoon Shift

Woodlawn, MD, US • Posted 1 day ago • Updated 1 day ago

Full Time

No Travel Required

On-site

Depends on Experience

Fitment

Dice Job Match Score™

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Job Details

Skills

AWS Connect
IT Help Desk
Tier 2 Support
ServiceNow ITSM
IVR & Conact Center Systems
User Access Management
Office365 Suite
Windows OS
Troubleshooting

Summary

PLEASE NOTE:

It is a 100% Onsite position, in Woodlawn, MD.
Selected candidate must be able to obtain and maintain a public trust clearance
Selected candidate must be willing to work on-site in Woodlawn, MD 5 days a week.

Position Description:

An AWS Connect Helpdesk role blends the core duties of an IT helpdesk agent with the specific tools and workflows of AWS Connect, Amazon’s cloud-based contact center platform. The day-to-day responsibilities typically include:

Key Required Skills:

Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.

Responding to Support Requests

Answering user inquiries via phone, email, chat and ServiceNow tickets
Provide first-level (Level 1) support for common issues, escalating complex cases to higher-tier teams
Create, modify, and remove user accounts in AWS Connect and related systems.
Manage permissions, roles, and access controls for agents and supervisors
Assist with helping users obtain system access in training sessions.
Participate in various tasks and projects as needed

Troubleshooting and Problem Resolution

Diagnose and resolve issues related to AWS Connect features, phone systems, and integrations.
Troubleshoot hardware, software, and network problems affecting call routing, recording, or agent performance
Follow up on unresolved tickets to ensure full resolution and user satisfaction.
Contribute to updating knowledge base articles based on recurring issues.

Escalation and Coordination

As a Tier 2, will be receiving Tier 1 escalations
Coordinate with Tier 3, as needed, to get ticket resolution.

Requirements

Skills Requirements:

Bachelor''s Degree and 3 years of experience, Master''s Degree and 1 year of experience OR 7+ years of experience in lieu of a degree.
3+ years of Help Desk/Desktop support experience.
3 years of experience working with laptops running Microsoft Windows OS and Office365 suite.
2 years of experience providing Tier 2 IT support services to customers.
2 years of experience using an IT Service Manager application for logging tickets and requests.
Must have strong communication and customer service skills.
Good Interpersonal skills that demonstrate the ability to communicate with customers.
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.
Provide guidance and mentor Tier 1 Support Analysts.
High level of organization, reliability, and independence.
Passion and understanding of technology.
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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 90934554
Position Id: 8918450
Posted 1 day ago

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