ServiceNow Customer Support Specialist

2 days ago

Nashik, Maharashtra, India beBeeCustomerSupport Full time ₹ 13,78,000 - ₹ 18,37,000
Technical Support Engineer Job Description

Job Overview:

The Technical Support Engineer is a crucial role in providing exceptional customer support experiences by resolving technical cases and answering customer questions.

Key Responsibilities:

  • Resolve technical cases created by customers using various technologies, including web, chat, email, case updates, and direct telephone support.
  • Employ diagnostic tools to isolate the potential cause of the issue and provide creative solutions.
  • Manage and resolve challenging issues assigned, coordinating assistance from additional teams when necessary.
  • Play a key role in providing input across business units regarding process and product improvements due to their unique perspective.

Requirements & Qualifications:

  • Must have a bachelor's degree in computer science or a related field (or equivalent degree and experience).
  • 2+ years providing customer-facing technical support (ITOM applications).
  • Good Communication Skills.
  • Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
  • Ability in server administration across OS platforms (Windows/Unix), including understanding of user permission levels, domain configuration, group policy objects, and execution of SUDO Policies.
  • Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST, Experience with troubleshooting tools such as Wireshark, Traceroute.
  • Strong troubleshooting/root cause isolation skills.
  • Demonstrated creative problem-solving approach and strong analytical skills.
  • Must be proficient with analyzing log files and standard debugging concepts.
  • Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.
  • Excellent communication skills (verbal and written).

Preferred Qualifications:

  • Solid understanding of object-oriented programming skills (Java strongly preferred).
  • A fundamental understanding of ITOM, CMDB, and ITIL business process.
  • Experience providing web development support is highly desirable.
  • Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping).
  • Understanding of JavaScript or any other scripting language with logical approach for given problem statement.
  • Previous experience in software development(or) software consulting.
  • Experience supporting and troubleshooting infrastructure level issues.

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