Tier 3 Agent
About The Position
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. 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, sorts, codes, and may prioritize them 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 requests for information related to ongoing programs. Interacts with other team members and systems engineering to restore services and/or identify and correct the core problem.
Requirements
- Extensive knowledge of field
- 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.
- Must be a U.S. Citizen
Nice To Haves
- 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
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
- 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
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What This Job Offers
Career Level
Senior
Education Level
No Education Listed
