Tier 3 Agent

ASM Research • Remote,

1d

About The Position

Provides ongoing technical support and maintenance for production and development systems, software products, and configured services running on various platforms, both remotely and onsite. Provides hardware and software support and implements technology at the operating-system level across server and network areas, as well as for specific software solutions, vendors, and brands. Serves as the escalation point for Level 1 and Level 2 troubleshooting and may mentor junior team members.

For Salesforce support, serves as the final escalation point for complex 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 causes 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 through Tier 3 cases, which may involve testing development fixes. Occasionally reports to client leadership on high-visibility Tier 3 cases.

Requirements

• Associate's degree or equivalent relevant experience.
• At least 8 years of experience in information technology, systems administration, or another IT-related field.
• Strong knowledge of Microsoft Windows, Windows Servers, Microsoft Office 365, SharePoint, and Microsoft Teams.
• Ability to apply standard methodologies, techniques, procedures, and criteria.
• Ability to analyze, troubleshoot, and resolve complex system hardware, software, or networking problems.
• Ability to communicate effectively orally and in writing and translate technical terminology into language understandable to non-technical employees.
• Exceptional customer service skills.
• Experience with cloud infrastructure, digital workspace, and storage technology.

Nice To Haves

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Professional certification or license.

Responsibilities

• Provide ongoing technical support and maintenance for production and development systems, software products, and configured services, remotely and onsite.
• Provide hardware and software support and implement technology at the operating-system level across server and network areas and for specific software solutions, vendors, and brands.
• Serve as an escalation point for Level 1 and Level 2 troubleshooting.
• Mentor junior team members as needed.
• Resolve the most complex Salesforce-related issues escalated by Tier 1 and Tier 2 agents.
• Identify root causes of Tier 3 cases and resolve them effectively and efficiently.
• Support the Knowledge Manager with release-related updates and requested improvements to Knowledge Articles.
• Collaborate with PDA Salesforce developers and functional team members to address bugs identified through Tier 3 cases, including testing fixes when needed.
• Occasionally report to client leadership on high-visibility Tier 3 cases.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree