Tier 3 & Platform Administrator - CCaaS (AWS Connect) Job at BGSF, Windsor Mill, MD

dTk2WVkwUlUwZ1VRcE93ajVnNVVEOXdnSEE9PQ==
  • BGSF
  • Windsor Mill, MD

Job Description

Tier 3 & Platform Administrator – CCaaS (AWS Connect)

Location: On-site in Woodlawn, MD 5x per week

Shifts: Morning (6:30am–3:30pm) or Evening (2:30pm–10:30pm)

Clearance: Must be able to obtain and maintain a Public Trust

Position Summary

Seeking a Tier 3 support professional to provide platform admin support for the CCaaS (AWS Connect) application. You’ll help coordinate updates, support reporting efforts, triage tickets, and assist Tier 1/2 teams during high-volume periods.

Key Responsibilities

  • Tier 3 support for AWS Connect
  • Assist with platform upgrades & maintenance
  • Support service metrics & reporting
  • Provide backup support for CCaaS 800 line
  • Follow SOPs for incident & ticket management
  • Triage & escalate requests as needed
  • Participate in off-hours emergency support

Basic Qualifications

  • 7 yrs Help Desk/Desktop support
  • 5 yrs with Windows OS & Office365
  • 3 yrs Tier 3 IT support
  • 3 yrs using ITSM platforms (e.g., ServiceNow)
  • Experience with RCA & service metrics
  • Strong communication & customer service skills

Preferred Skills

  • CCaaS application support
  • ServiceNow experience
  • IVR systems knowledge
  • Excellent troubleshooting & problem-solving skills
  • Organized, reliable, and adaptable
  • Federal government experience a plus

Education

  • Bachelor’s + 7 yrs, Master’s + 5 yrs, or 13+ yrs in lieu of degree
  • Public Trust eligibility required

BGSF is an Equal Opportunity Employer. We are committed to providing equal opportunities for employment to all qualified people, regardless of race, color, national origin, religion, sex, age, disability status, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Job Tags

Full time, For contractors, Local area, Shift work, Day shift, Afternoon shift,

Similar Jobs

Deutsche Bank

Institutional Client Group, Securitized Product Sales, Americas - Director Job at Deutsche Bank

 ...Institutional Client Group, Securitized Product Sales, Americas - Director role at Deutsche BankJoin to apply for the Institutional Client...  ..., innovation, and collaborationA hybrid working model, allowing for in-office / work from home flexibility, generous vacation, personal... 

Pawsitive Dawg Walking and Pet Sitting, LLC

Certified Dog Trainer Job at Pawsitive Dawg Walking and Pet Sitting, LLC

 ...Description Are you passionate about positively impacting the lives of dogs and their owners? Pawsitive Dawg Walking and Pet Sitting, a...  ...care, is looking for an experienced and dedicated Certified Dog Trainer to join our dynamic team to help with our Walk and Train... 

Oceaneering

Staff Business Systems Administrator Job at Oceaneering

 ...defense, entertainment, material handling, aerospace, science, and renewable energy industries. Position Summary The Business Systems Administrator (BSA) is a core member of the OTECH Support Services Team. The BSA will directly administrate the management, or... 

Interim HealthCare of Western Michigan - Staffing

Dental Assistant Job at Interim HealthCare of Western Michigan - Staffing

 ...Job Description Dental Assistant The ideal candidate will have a passion for helping patients and will enjoy working in a high-volume, fast-paced environment. Our Dental Assistants help support the clinical needs of the practices patients and doctors. You will... 

REAP Healthcare Agents

Physician / Pain Management / California / Permanent / Pain / Interventional / Physician Job Job at REAP Healthcare Agents

Interventional Pain Management Physician-Southern California Immediate position for a Board-Certified or Board Eligible Fellowship trained Physician to join a busy private Interventional Pain Management Practice, with locations in the Los Angeles, CA area, Four of the...