CCaaS Tier 2 Support Analyst - Afternoon Shift
Omm IT SolutionsRole Overview
Omm IT Solutions is hiring a senior-level CCaaS Tier 2 Support Analyst - Afternoon Shift. This is a full-time role in Woodlawn. Full responsibilities, required qualifications, and the apply link are listed in the description below.
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Job Description
About the position
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:
Responsibilities
- 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.
- Provide guidance and mentor Tier 1 Support Analysts.
Requirements
- Experience with IT Help Desk Support, IT Service Manager tool, and documenting issues and troubleshooting.
- 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.
- 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.
Nice-to-haves
- Prior Federal government experience.
Frequently Asked Questions
How do I apply for the CCaaS Tier 2 Support Analyst - Afternoon Shift position at Omm IT Solutions?
Use the Apply button above to submit your application directly to Omm IT Solutions. Most applications take less than 5 minutes if your resume and contact details are ready, and you'll be routed to the employer's official application system to finish.
Where is the CCaaS Tier 2 Support Analyst - Afternoon Shift position at Omm IT Solutions located?
This position is based in Woodlawn. Omm IT Solutions has not indicated remote or hybrid options for this role, so candidates should plan for on-site work.
What does a CCaaS Tier 2 Support Analyst - Afternoon Shift at Omm IT Solutions earn?
Omm IT Solutions has not disclosed a salary range in this posting. Many employers share specifics later in the interview process; you can also ask during a recruiter screen if compensation transparency is important to you.
When was the CCaaS Tier 2 Support Analyst - Afternoon Shift role at Omm IT Solutions posted?
This role was posted on March 20, 2026 (80 days ago). It's still listed as actively hiring; we re-confirm openings against the source system multiple times per day and remove closed roles.
How much experience does the CCaaS Tier 2 Support Analyst - Afternoon Shift role at Omm IT Solutions require?
This is a senior-level position. Most senior roles call for 5+ years of directly relevant experience. Omm IT Solutions lists their specific requirements in the description below, so review the must-have qualifications closely before applying.
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