Senior Salesforce Tier 3 Support Engineer

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

Résumé du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to serve as the final escalation point for Salesforce issues and mentor junior staff. You will support production and development systems, perform troubleshooting, and coordinate with developers and client leadership.

The ideal candidate has 8+ years in IT, strong Windows/Office 365/SharePoint skills, knowledge of cloud infrastructure and storage, and excellent communication to explain technical concepts to

Qualifications

• Associate's degree or equivalent experience; Bachelor's Degree in Information Technology, Computer Science, or 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

Microsoft Windows

SharePoint

Office 365

Microsoft Teams

Troubleshooting

Customer service

Effective communication

Cloud infrastructure

Storage technology

Networking basics

Formation

Associate's degree or equivalent

Bachelor's degree in IT/CS preferred

Description du poste

ASM Research, An Accenture Federal Services Company, seeks an experienced IT specialist to serve as the final escalation point for Salesforce issues and mentor junior staff. You will support production and development systems, perform troubleshooting, and coordinate with developers and client leadership.

The ideal candidate has 8+ years in IT, strong Windows/Office 365/SharePoint skills, knowledge of cloud infrastructure and storage, and excellent communication to explain technical concepts to