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# CCaaS Tier 3 Support Analyst/Platform Administrator

- **Company:** Omm IT Solutions
- **Location:** United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Amazon Web Services, Data Logging, ServiceNow IT Service Management, Office365, Laptops, 3-tier Architectures, Servicenow
- **Published:** November 6, 2026
- **Apply:** https://www.careerbuilder.com/job-details/ccaas-tier-3-support-analyst-platform-administrator-woodlawn-md--b5b73723-6344-445e-b6c5-746089d14a95

## About the Role

Systems Administration/Management, Analysis Skills, Help Desk, Technical Support, Problem Solving Skills, People Management, Amazon Web Services (AWS), Systems Administration/Management, Administrative Skills, Metrics, * Bachelor's Degree and 7 years of experience, Master's Degree and 5 years of experience OR 13+ 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. Contract requirement., * Extensive experience troubleshooting technical issues.
 * Experience in providing a CCaaS Application support.
 * 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.

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.

## Description

* 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., * 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.