Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms. Provides hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Serves as escalation point for Level 1 and Level 2 troubleshooting. May act as mentor for junior members of the team.
- Serves as the final escalation point for resolving the most complex Salesforce-related issues that Tier 1 and Tier 2 agents cannot resolve.
- Uses attention to detail, PDA Salesforce business knowledge, and Salesforce technical knowledge to identify root cause of Tier 3 cases and resolve cases effectively and efficiently.
- Supports the Knowledge Manager with release-related updates and requested improvements to Knowledge Articles.
- Works closely with PDA Salesforce developers and functional team members to address bugs identified by Tier 3 cases. Collaboration may involve testing fixes made by the development team.
- Occasionally will report to client leadership on high-visibility Tier 3 cases.
Minimum Qualifications- Associate's degree or equivalent relevant experience; Bachelor's Degree in Information Technology, Computer Science, or a related field preferred.
- Professional Certification or License preferred
- 8+ years of experience in information technology, systems administration or other IT related field.
Other Job Specific Skills- Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.
- Applies standard methodology, techniques, procedures and criteria.
- Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems.
- 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.
- Experience with cloud infrastructure, digital workspace, and storage technology.
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.
