Job Description :
Customer Support Lead (Tier 3) (H1 TRANSFERS ALSO ACCEPTED ONLY ON W2)
City: Fairfax, VA, Virginia, United States
Employment Type: contract
visa: ANY
DURATION: LONGTERM
JOB DUTIES
Experience with customer support and leading support for enterprise user service and user support management.
Respond promptly to support request from customers regarding system support, applications support, connectivity issues, software installations, upgrades, etc. and resolve issues to minimize downtime within mission critical systems.
Provides a specialized skill set and experience to successfully address and resolve Incidents that cannot be resolved by Technical Support Engineers I and II.
Investigates and coordinate resolution and recovery actions for advanced issues.
Assists in training and provides support to Technical Service Tier 1 and 2 Engineers with advanced trouble-shooting needs.
Supports in troubleshooting and identifying issues with the network, platform and product suite.
Continually finds ways to improve process and workflow efficiency, including staying up-to-date on industry best practices.
Must demonstrate experience with ticketing and customer relationship management (CRM) systems to engage multiple stakeholders.
Must be familiar with Jira and Salesforce systems to generate reports and manage tickets
Operation and maintaining Microsoft Products (Dynamics365, Office, etc), ASP.NET, SQL Server, Visual Basic, C, C++, Cascading Style Sheets, JavaScript, AJAX, XML / XSLT, and NHibernate, .NET framework 4.6 Automated Unit Testing, Cloud computing, Confluence, DevOps Tools / software, JIRA, Linux, Octopus, Rapid Miner, Redis Cache, Salesforce, Selenium, SonarQube, Splunk and Splunk ITSI, Tableau, Test Harness, and TFS
Knowledge of:
Source control Integration
Section 508 Compliance standards
Information Security Policies, Network Security, Process Improvement, Project Management, Contingency Testing, and Vulnerability Testing
Skills
Document Management
Communication (Oral/Written)