Senior IT & Salesforce Escalation Engineer

ASM Research, An Accenture Federal Services Company; Lincoln (NE); Sur place; USD 35 000 - 68 000; Plein temps

Résumé du poste

ASM Research, An Accenture Federal Services Company, Lincoln, NE, is seeking an experienced IT professional to manage high-level Salesforce cases and enterprise support. You will troubleshoot complex issues, coordinate with developers, and mentor junior staff while ensuring customer-focused service.

The role emphasizes Windows/Office365 expertise, cloud infrastructure experience, and strong communication skills to interface with clients and leadership.

Qualifications

• Associate degree or equivalent; Bachelor's in IT/CS preferred.
• 8+ years in IT or systems administration or related field.
• Professional certification or license preferred.
• Strong knowledge of Windows, Office365, SharePoint, and Teams.
• Ability to analyze and troubleshoot complex hardware, software, or networking issues.
• Excellent written and verbal communication skills.
• Experience with cloud infrastructure and digital workspace.

Responsabilités

• Final escalation point for resolving the most complex Salesforce-related issues (Tier 3).
• Use Salesforce knowledge to identify root causes and resolve cases effectively.
• Support Knowledge Manager with release-related updates to Knowledge Articles.
• Collaborate with PDA Salesforce developers and functional teams to address bugs.
• Occasionally report to client leadership on high-visibility Tier 3 cases.
• Mentor junior team members when needed.

Connaissances

Salesforce knowledge

Troubleshoot complex IT issues

Windows operating systems

Office365/SharePoint/Teams

Customer service

Cloud infrastructure

Formation

Associate degree or equivalent; Bachelor's preferred

Outils

Salesforce

Description du poste

ASM Research, An Accenture Federal Services Company, Lincoln, NE, is seeking an experienced IT professional to manage high-level Salesforce cases and enterprise support. You will troubleshoot complex issues, coordinate with developers, and mentor junior staff while ensuring customer-focused service.

The role emphasizes Windows/Office365 expertise, cloud infrastructure experience, and strong communication skills to interface with clients and leadership.