Software Support Specialist

1 week ago

Aligarh, Uttar Pradesh, India beBeeTechnical Full time ₹ 70,00,000 - ₹ 1,00,00,000
Job Description

In this role, you will serve as a critical component of our technical support team, responsible for providing exceptional customer experiences and resolving complex technical cases.

As a Technical Support Engineer, you will work closely with customers to understand their technical challenges and provide expert-level support using various technologies, including web, chat, email, case updates, and direct telephone support.

You will be expected to possess a deep understanding of the ServiceNow platform and its core functionalities, as well as employ diagnostic tools to isolate potential causes of issues.

With a strong focus on creative problem-solving and collaboration, you will work effectively with cross-functional teams to resolve challenging issues and provide input on process and product improvements.

Required Skills & 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, and PowerShell
  • 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
Benefits

This role offers a unique opportunity to grow your career while making a meaningful impact on our customers' success. As a Technical Support Engineer, you will enjoy:

  • A dynamic and collaborative work environment
  • The opportunity to work with cutting-edge technology
  • Ongoing training and professional development opportunities
Others

Preferred qualifications include:

  • 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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