Tier 3 Agent

Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms. Provides hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Serves as escalation point for Level 1 and Level 2 troubleshooting. May act as mentor for junior members of the team.

• 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.

• 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.

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

• Strong knowledge of Microsoft Operating Systems and products that include Microsoft Windows, Windows Servers, Microsoft Office365 and SharePoint, Microsoft Teams.
• Applies standard methodology, techniques, procedures and criteria.
• Ability to analyze, troubleshoot and resolve complex system hardware, software or networking related problems.
• Ability to communicate effectively, both orally and in writing and to translate technical terminology into terms understandable to non-technical employees.
• Exceptional customer service skills.
• Experience with cloud infrastructure, digital workspace, and storage technology.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.