Resolve and provide technical support for complex issues in the system that cannot be resolved by Tier 1 or Tier 2 teams.
- Build a solid understanding of the system's architecture, codebase, integrations, and common failure points.
- Resolve tickets unable to be completed by Tier I and Tier II.
- Review and provide input for documentation.
- Close out at least five tickets per week. This includes investigating root causes, developing and testing fixes, documenting findings, and confirming that each resolution holds.
- Keep clear, thorough ticket notes so that solutions are easy to reference later and the team's shared knowledge grows along with their own.
- Collaborate with functional and technical members across the team and project, especially with the Tier 3 Incident Manager and fellow Tier 3 Developers.
- Work closely with the Incident Manager, keeping them informed on the status of high-priority issues and assigned tickets. If an issue requires a code change, work with the Incident Manager to get the recommended fix documented in Jira and shared with the corresponding Scrum Team.
- Work with fellow Tier 3 developers by asking questions, sharing insights, reviewing one another's work, and pitching in when the team's workload spikes.
- Provide guidance to Tier 1 and Tier 2 support teams to prevent future escalations.
Minimum Qualifications- Bachelor's Degree in Information Technology, Computer Science or a related field or equivalent relevant experience.
- 2-5 years of experience in information technology, systems administration or other IT related field.
- Secret Clearance
Other Job Specific Skills- Curiosity, diligence, and a steady build-up of system knowledge is essential.
- Applies standard methodology, techniques, procedures and criteria.
- Ability to analyze, troubleshoot and resolve basic/routine system hardware, software or networking related problems.
- Ability to plan and coordinate the deployment of new technology and resolve technical problems individually and as a project participant.
- Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
- Exceptional customer service skills.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
