Senior Salesforce Tier 3 Support Engineer

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

Résumé du poste

ASM Research, An Accenture Federal Services Company, is seeking an experienced IT professional to serve as Tier 3 escalation for Salesforce issues and to support production and development systems.

The role blends hands-on troubleshooting with mentoring, collaboration with developers, and occasional briefings to client leadership; requires strong Windows/Office365/SharePoint skills and a customer-focused mindset.

Qualifications

• Associate's degree or equivalent 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.
• Strong knowledge of Microsoft Operating Systems and products including Windows, Windows Servers, Office365 and SharePoint, Microsoft Teams.
• Ability to analyze, troubleshoot and resolve complex system hardware, software or networking problems.
• Excellent communication skills, both written and verbal, with ability to explain technical concepts to non-technical staff.
• Experience with cloud infrastructure, digital workspace, and storage technology.

Responsabilités

• Serve as final escalation point for resolving the most complex Salesforce-related issues that Tier 1/2 cannot resolve.
• Mentor junior team members and support knowledge management updates.
• Collaborate with PDA Salesforce developers and functional teams to address bugs and test fixes.
• Provide input to client leadership on high-visibility Tier 3 cases as needed.
• Support release-related updates and improvements to Knowledge Articles.

Connaissances

Salesforce

Windows OS

Troubleshooting

Customer service

Cloud infrastructure

Formation

Associate's degree

Bachelor's degree in IT/CS

Outils

SharePoint

Office 365

Microsoft Teams

Description du poste

ASM Research, An Accenture Federal Services Company, is seeking an experienced IT professional to serve as Tier 3 escalation for Salesforce issues and to support production and development systems.

The role blends hands-on troubleshooting with mentoring, collaboration with developers, and occasional briefings to client leadership; requires strong Windows/Office365/SharePoint skills and a customer-focused mindset.