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Tier 3 Developer Support

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Title: Tier 3 Developer Support

Location: Remote, USA

Duration: Contract/Full Time

Job Description:

We are seeking a highly skilled Tier 3 developer support to join our team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for providing exceptional customer support.

Responsibilities:

  • Incident Management: Triage, troubleshoot, and resolve complex technical issues across various platforms, including Drupal, Appian, and custom solutions.
  • Problem Management: Identify root causes of recurring issues and implement preventative measures to minimize future incidents.
  • Change Management: Assess the impact of changes to the IT environment and manage the change process to minimize disruption.
  • Knowledge Management: Document troubleshooting procedures, best practices, and knowledge articles to improve efficiency and knowledge sharing.
  • Customer Support: Provide timely and effective technical support to end-users, both internally and externally.
  • Collaboration: Work closely with development teams, infrastructure teams, and other stakeholders to resolve issues and implement solutions.
  • Process Improvement: Identify opportunities to improve IT support processes and workflows.

Required Skills and Experience:

  • Strong technical background, including experience with ITIL frameworks.
  • Excellent problem-solving and troubleshooting skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Experience with ticketing systems (e.g., Jira, ServiceNow).
  • Knowledge of ITIL processes, including incident management, problem management, and change management.
  • Experience with Drupal, Appian, and other relevant technologies is a plus.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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