CCaaS Tier 2 Support Analyst - Afternoon Shift Job at Omm IT Solutions, Windsor Mill, MD

TS95bkRqOVVHOEo3NHNXdDZJN1JZL3FRNVE9PQ==
  • Omm IT Solutions
  • Windsor Mill, MD

Job Description

Please Note:

  • Selected candidate must reside within two (2) hours of the client's Headquarters in Woodlawn, MD
  • Selected candidate is required to work on-site at the client's headquarters 5 days a week Monday – Friday. Afternoon shift will be staggered from 2:30pm-10:30pm. Actual work hours to be finalized by the CCaaS Service Manager.

Position Description:

  • Provide Tier 2 support of the CCaaS (AWS Connect) application escalated by the Tier 1 support team.
  • Fill in the role as part of the Tier 1 support to provide CCaaS 800 Number support when needed (high call volumes or absence Tier 1 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.

Key Required Skills:

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

Requirements

Basic Qualifications:

  • 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.

Required Skills:

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

Desired Skills:

  • 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.

Job Tags

Contract work, Flexible hours, Afternoon shift, Monday to Friday,

Similar Jobs

GolfJobs

Golf Course Superintendent Job at GolfJobs

Share this job:Golf CourseSuperintendent15 April 2025Category: Golf Course Superintendent JobsCountry: USAState: New JerseyApply for this job.Click the button below to apply for this job.Apply NowAlready have an account? Log in firstGolf Course... 

CRH

Equipment Operator Job at CRH

 ...financial strength. Position Overview This is a skilled position involving the safe and efficient operation of various types of construction equipment including but not limited to Loaders, Back Hoes, Track Hoes, Haul Trucks, Water Trucks, Etc. Training may be... 

Maaco - 11637 - Bremerton, WA

BODYMAN - B TECH Job at Maaco - 11637 - Bremerton, WA

 ...Your Career in Auto Body Repair! Maaco Bremerton is offering a unique opportunity for a motivated individual to gain hands-on experience in vehicle teardown and reinstallation. If you have a passion for cars and are eager to learn, we want to hear from you!What You... 

Steneral Consulting

Monday Start :: Cable Tech x30-40 Job at Steneral Consulting

 ...Look at the below. I have 30-40 DIRECT STARTS for CABLE TECHs. You need to read the below very carefully, the candidates can only sit...  ...Scope: running and dressing fiber optic cables in a data center Direct-starts Assignment length: 3-4 weeks... 

The Cary Company

Customer Experience Trainee Job at The Cary Company

 ...employee growth. Our culture is rooted in collaboration, integrity, and continuous improvementand we believe in investing in people who are ready to grow with us. Position Overview: As a Customer Experience Trainee , youll gain firsthand experience across key...