Tier 3 Technical Support Specialist

Technical Recruiter at Dunhill Solutions

Tier 3 Technical Support Specialist

Telework

We are seeking a Tier 3 Technical Support Specialist to hire in support of the Justice- US COURTS program. This is a great opportunity for someone who thrives in complex technical environments, enjoys solving challenging system issues, and wants to play a key role in supporting and enhancing enterprise-level Power Platform applications.

• Responsible for planning, securing, debugging, deploying, and ongoing support of the applications built on the Power Platform.
• Understand platform architecture, environment, develop & deploy the application, and deal with day-to-day administration and ongoing technical support.
• Partner with the National Service Desk (NSD) Tier 1 & 2 team and personnel on other infrastructure engineering and application development teams to work on issues escalated to Tier 3.
• Adhere to the defined incident management, problem management, change management, release management, outage communications, and service requests procedures and utilize Service Now.
• Develop Knowledge Based Articles (KBA) and educate Tier 1 & 2 as needed.
• Be available for on‑call 24x7x365 ongoing application support.
• Support the onboarding of 8-10K end-users in waves of districts over a roughly 18-month period.
• Help continuously improve the day‑to‑day operations of the applications and infrastructure, ensuring that end‑users are adequately supported and the overall system is stable, secure, and performs well.
• System Monitoring, triage, research, resolution (via SOP) or escalations of tickets to Tier 3; analysis of ticket types and categories to identify trends and needed improvements within the applications, infrastructure, or SOPs and KBAs;
  Service Now metrics reporting on ticket acknowledgements, resolution times and aging.

• Bachelor’s Degree in Information Technology, Computer Science or a related field or equivalent relevant experience;
  Master’s Degree preferred.
• CompTIA A+ or ITIL certification preferred.
• 7-10 years of experience in information technology, systems administration or other IT related field. Specifically a minimum of Five (5) years of experience in application / infrastructure design, development, testing, or operations.

• Technical problem solving and implementation skills in application coding, infrastructure, or automation.
• Effective communications (written and spoken).
• Coordinates and tracks well across AFS and client technical and functional teams. Service Now ITSM (desired not required).
• ITIL (desired not required).
• Data Analysis / Excel; T‑SQL/MSFT SQL Server;
  Azure SQL Databases;
  Database Architecture;
  Extract, Transform and Load (ETL) data.

Mid‑Senior level

Full‑time

Information Technology and Analyst

IT Services and IT Consulting

• Medical insurance
• Vision insurance
• 401(k)