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CCaaS Technician with Security Clearance

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PlanIT Group LLC

2024-11-05 09:42:27

Job location Washington, District of Columbia, United States

Job type: fulltime

Job industry: I.T. & Communications

Job description

PlanIT Group is seeking a Sr. CCaaS Technician to support our Federal customer in the Washington, DC area. The ideal experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting and complex MACD (move, add, change, delete) tasks. Location: Washington, DC
Start Date: 09/23/24
Duration: One year plus Must be able to obtain a Public Trust Clearance
Must be a US Citizen or US Permanent Resident only Summary:
The experienced Sr. CCaaS Technician will take ownership of tickets and incidents requiring Tier 3 level expertise and when available, assist Tier 2 level (Mid and Junior level) technicians in troubleshooting and complex MACD (move, add, change, delete) tasks. Basic Qualifications
• Provide a high-level of customer service through triaging incidents and escalating when necessary. Emphasis on Customer Advocacy.
• Resolve issues for CCaaS Genesys Cloud CX incidents and requests in a timely manner, working collaboratively with primary service desk level 1 techs.
• Respond to and resolve inbound CCaaS end user ServiceNow support tickets in a timely manner.
• Able to prioritize dynamically when multiple incidents are in play, such as P1, P2 and/or P3 tickets/incidents.
• Excellent US English communication skills and able to establish trust relationship with customers, ensuring regular/timely/understandable progress updates.
• Work with system and application owners to remediate reoccurring issues.
• 3+ years' experience with ServiceNow, Jira and Confluence (or Rally) systems. Required Qualifications
• Bachelor's Degree and 8 Years of relevant UC and Contact Center work experience.
• Prior Genesys Cloud CX and Genesys PureConnect Experience.
• ServiceNow (3+ years' experience) on Ticket and Incident Management.
• Broad knowledge of networking (Routing, Switching, Wi-Fi, Internet), Windows and Linux Desktops.
• Strong knowledge on Cloud based solutions (Amazon AWS, Microsoft Azure).
• 3-5 years' experience with MS TEAMS. Additional Provisions:
All candidates must be a US Citizen or have permanent residence status (Green Card).
Candidate must have lived in the United States for the past 5 years.
Cannot have more than 6 months travel outside the United States within the last five years. Military Service excluded

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