Help Desk Specialist

2 weeks ago

Dombivli, Maharashtra, India beBeeSupport Full time ₹ 15,00,000 - ₹ 21,00,000
Technical Support Engineer Job Description

We are seeking an experienced Technical Support Engineer to join our team. In this role, you will be responsible for resolving technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies, including web, chat, email, case updates, as well as direct telephone support.

You will work closely with cross-functional teams to isolate the potential cause of the issue and employ various diagnostic tools to diagnose and resolve challenging issues assigned to them.

The ideal candidate will have a strong understanding of server administration across OS platforms (Windows/Unix), including user permission levels, domain configuration, group policy objects and execution of SUDO Policies.

Additionally, the candidate should have experience with troubleshooting tools such as Wireshark, Traceroute and familiarity with protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST.

Required Skills:

  • Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting, and PowerShell.
  • Strong troubleshooting/root cause isolation skills
  • Demonstrated creative problem-solving approach and strong analytical skills
  • Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management.

Benefits:

  • Opportunity to work with a dynamic team and contribute to process and product improvements
  • Professional development opportunities
  • Competitive salary and benefits package

Others:

  • 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

This is an exciting opportunity to join a team that values innovation and collaboration. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer support, we encourage you to apply for this position.

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