Senior Salesforce Tier-3 Support Engineer

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

Résumé du poste

ASM Research, An Accenture Federal Services Company, provides ongoing technical support and maintenance of production and development systems, both remote and onsite, across server and network areas. You will be the final escalation point for complex Salesforce issues and mentor junior team members.

The role requires 8+ years in IT, strong Microsoft stack skills including Office 365/SharePoint/Teams, and the ability to translate tech terms for non-technical staff.

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.

Responsabilités

• 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.

Connaissances

Windows OS

Windows Server

Office 365

SharePoint

Teams

Troubleshooting

Communication

Cloud infrastructure

Formation

Associate degree

Bachelor's degree in IT

Professional Certification

Description du poste

ASM Research, An Accenture Federal Services Company, provides ongoing technical support and maintenance of production and development systems, both remote and onsite, across server and network areas. You will be the final escalation point for complex Salesforce issues and mentor junior team members.

The role requires 8+ years in IT, strong Microsoft stack skills including Office 365/SharePoint/Teams, and the ability to translate tech terms for non-technical staff.