The Dun & Bradstreet Corp

Tier 3 Agent

The Dun & Bradstreet Corp • $80K — $95K *
Washington, DC 20011In-Person
Technical Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 5-7 years of experience in Tier III technical support roles
  • Proven expertise in software, hardware, and network troubleshooting
  • Strong judgment skills for problem resolution
  • Ability to use automated systems for analysis
  • Effective communication skills for user interaction
  • Must hold Security+ certification or equivalent within 90 days of hire
  • U.S. citizenship is required

Responsibilities

  • Diagnose and resolve Tier III technical issues for clients
  • Analyze incoming support requests and prioritize them accordingly
  • Guide users through step-by-step solutions for technical problems
  • Conduct research to answer user requests and enhance ongoing program support
  • Collaborate with team members and systems engineers to restore services
  • Fulfill individual user requests for information and training
  • Provide expertise to assist in solving third-tier technical support issues

Benefits

  • Opportunity to lead a team of subject matter experts
  • Engagement with diverse customer requirements and technology solutions
  • Access to ongoing training and development programs
  • Work environment promoting collaborative problem solving
  • Role based in the capital, offering exposure to government and large enterprise clients
Full Job Description
Duties and Responsibilities:
  • Provides Tier III technical software, hardware, and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve third-tier technical support issues for end-users of the organization's products and services
  • Extensive knowledge of field
  • Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations
  • Uses automated information systems to analyze routine situations
  • Reviews incoming requests, both computer generated and verbal, sort, code and may prioritize for proper action
  • Resolves problems or contacts more senior technical support as necessary
  • Supports users by fulfilling individual requests for information and/or training on various systems available
  • Conducts technical research for sources of information required in support of request for information related to ongoing programs
  • Interacts with other team members, systems engineering to restore services and/or identify and correct the core problem
  • New hires must have or complete the required certification (e.g., Security+ or equivalent) within 90 days of their start date.
  • Security+ or equivalent is required upon hire for Tier 2, Tier 3, and technical roles.


Qualifications

Education and Years of Experience:
  • Leads other subject matter experts of the IT technology team for specific customers, evaluates design and architecture issues, as well as increases integration of services delivered, and researches current market technologies to design cost-effective solutions that meet current and foreseeable customer requirements

Min Citizenship Status Required: Must be a U.S. Citizen

Physical Requirements: Not required for this position.

Location: Washington, DC

About The Dun & Bradstreet Corp

The Dun & Bradstreet Corporation is a company that provides commercial data, analytics, and insights for businesses. It is headquartered in Short Hills, a community in Millburn, New Jersey, U.S. The company offers a wide range of products and services for risk and finance, operations and supply, and sales and marketing professionals. Its database contains information on more than 360 million businesses worldwide. The company was founded in 1841 and is listed on the New York Stock Exchange (NYSE) under the ticker symbol DNB.
Learn more about The Dun & Bradstreet Corp
Size
6,296 employees
Market Cap
$5.2 billion
Industry
Business Services
Net Income
-$111.5 million
Founded
1841
Revenue
$1.7 billion
NASDAQ
DNB
* Ladders Estimates

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