On-Site Tier 3 IT Engineer | CCaaS AWS Connect Specialist

Omm IT Solutions; Woodlawn (MD); On-site; USD 95,000 - 130,000; Full time

Job summary

Omm IT Solutions is seeking a skilled onsite IT professional to provide Tier 3 and CCaaS platform administrator support at SSA headquarters in Woodlawn, MD. The role requires handling high-volume incidents, coordinating updates, and mentoring Tier 1/2 staff, with a focus on service metrics and customer satisfaction.

The position is 100% onsite, with two shifts (6:30am-3:30pm and 2:30pm-10:30pm) and the candidate must obtain/maintain a Public Trust.

Qualifications

• Bachelor's degree or 13+ years experience in lieu of degree.
• 7 years of Help Desk/Desktop support experience.
• 3 years of Tier 3 IT support experience.
• Experience using IT Service Manager for logging tickets.
• Experience developing RCA and service metrics reporting.

Responsibilities

• Provide Tier 3 and Platform Administrator support of CCaaS (AWS Connect).
• Assist in planning and coordinating platform updates, upgrades, or maintenance.
• Assist Shift Managers in developing and reviewing service metrics.
• Provide CCaaS 800-number support when needed and log issues in ServiceNow.
• Follow SOPs for incident management, ticketing, escalation, and resolution.
• Triage requests for accurate transfers and escalation of issues.
• Provide off-hour emergency support as needed.

Skills

Tier 3 IT support

CCaaS Application support

ServiceNow ITSM

Windows OS + Office365

Root Cause Analysis

Customer service

Education

Bachelor's degree with 7 years experience

Master's degree with 5 years experience

13+ years experience in lieu of degree

Tools

ServiceNow ITSM

CCaaS (AWS Connect)

Job description

Omm IT Solutions is seeking a skilled onsite IT professional to provide Tier 3 and CCaaS platform administrator support at SSA headquarters in Woodlawn, MD. The role requires handling high-volume incidents, coordinating updates, and mentoring Tier 1/2 staff, with a focus on service metrics and customer satisfaction.

The position is 100% onsite, with two shifts (6:30am-3:30pm and 2:30pm-10:30pm) and the candidate must obtain/maintain a Public Trust.