Provide advanced problem resolution for tickets escalated from Tier Level 2.
Provide expert level troubleshooting and analysis methods.
Provide Subject Matter Experts (SMEs) to assist both Tier 1 and Tier 2 personnel; assist with the research and development of solutions to new or unknown issues.
Assess the time already spent troubleshooting at the Tier 2, so the service request is prioritized and managed accordingly.
Provide follow-up to customer/end-user on the status of the service request until resolution.
Make end-user contact as required and provide solutions as practicable over the telephone, MS Teams, and/or through remote access, etc.
Verify service request resolution prior to closure.
Resolve Tier 3 issues and issues resulting from the DOT CMS platform
Coordination with DOT IT Shared Services (ITSS) on infrastructure changes
DOT Drupal Environment Configuration – Updating the DOT Drupal Environment to integrate with existing third-party tools (e.g., Qualtrics) and finalizing features for the DOT Drupal environment, or any future CMS environments adopted by DOT during the period of performance of this BPA
Implementation of all Acquia hosting environments
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