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1 day ago Be among the first 25 applicants Direct message the job poster from Technogen, Inc. Key Required Skills Experience in providing IT Help Desk Tier 3 support and assistance in resolving their technical issues escalated by the Tier 1/2 resources. Train and provide guidance to Tier 1/2 resources on resolving issues and processing requests. Position Description • 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.? Detailed Skills Requirements FOUNDATION FOR SUCCESS (Basic Qualifications) 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. Seniority level

Seniority level Mid-Senior level Employment type

Employment type Contract Job function

Job function Information Technology Industries IT Services and IT Consulting and Technology, Information and Media Referrals increase your chances of interviewing at Technogen, Inc. by 2x Sign in to set job alerts for “Support Analyst” roles.

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