Benefits:

401(k)

401(k) matching

Dental insurance

Flexible schedule

Health insurance

Paid time off

Stratez Infotech is seeking a dedicated and experienced CCaaS Tier 2 Support Analyst to support one of our clients in Woodlawn, MD. Stratez Infotech is a Minority Small Business offering cutting-edge, data-driven technology solutions. We assist federal customers by delivering viable solutions for their ever-changing mission objectives with the right technology mix and an agile, lean mindset. Our proven, innovation-infused, and agile approach helps in the rapid discovery, evaluation, architecture, and implementation of cloud-enabled solutions to ensure customer success.

Position: CCaaS Tier 2 Support Analyst

Location: Woodlawn, MD (100% onsite)

Key Required Skills:

Experience in providing IT Help Desk support and assisting in resolving technical issues.

Familiarity with using an IT Service Manager tool for ticket creation, updating, and reporting.

Position Description:

Provide Tier 2 support for the CCaaS (AWS Connect) application escalated by the Tier 1 support team.

Assist as part of the Tier 1 support team to provide CCaaS 800 Number support when needed (e.g., during high call volumes or in the absence of Tier 1 resources), and 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.

Skills Requirements:

Foundation for Success (Basic Qualifications):

3+ years of Help Desk/Desktop support experience.

3 years of experience working with laptops running Microsoft Windows OS and the 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.

Strong communication and customer service skills.

Good interpersonal skills, demonstrating the ability to communicate effectively with customers.

Additional Information:

The selected candidate must reside within two (2) hours of SSA Headquarters in Woodlawn, MD.

The selected candidate is required to work onsite at SSA headquarters five days a week, Monday – Friday. There will be two shifts: Morning and Evening. The morning shift will have staggered staffing from 6:30 am - 3:30 pm, and the afternoon shift will be staggered from 2:30 pm - 10:30 pm. Actual work hours will be finalized by the CCaaS Service Manager.

Employee Benefits:

Stratez Infotech offers a comprehensive benefits program, including various options in the following plans:

Medical, Dental, Vision Insurance

Paid Holiday/Annual/Sick/Personal Leave

Short-Term/Long-Term Disability Insurance

Disability Insurance

Life Insurance

Employee Stock Ownership Program (ESOP)

Generous 401(k) Company Plan

Education Assistance

Professional Development Programs Reimbursement

If you are interested in this position, please send me a copy of your latest resume at dave.beniwal@iquasar.com with the information requested below. Also, please let me know the best time/number to call to discuss this great opportunity. In case you are not interested in this position, or this is not the right fit for you, please feel free to share this opportunity with your friends, networks, or anyone you know who may be interested in this position. Thank you!

Availability to start a new job

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Please don’t hesitate to contact me with any questions you may have. All employment is decided based on qualifications, merit, and business need.

Regards,

Daksh Beniwal Senior Recruitment Professional Representing: Stratez Infotech www.stratez.ai/ Cell: 703-463-9464 Email: dave.beniwal@iquasar.com

Stratez Infotech is an Equal opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.