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Senior Technical Support Specialist

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Job Overview

This role involves resolving technical issues reported by customers. The successful candidate will be committed to delivering exceptional customer support experiences, utilizing skills that include building trust and showing empathy in communication.

A key responsibility of this position is to effectively manage and resolve complex issues assigned to them, while collaborating with other teams as necessary. Strong problem-solving and analytical skills are essential for success.

The successful candidate will play a key role in providing input across business units regarding process and product improvements based on their unique perspective when working on technical issues for customers.

  • Bachelor's degree in computer science or a related field (or equivalent experience)
  • 2+ years of customer-facing technical support experience (ITOM applications)
  • Excellent Communication Skills
Key Responsibilities

Responsibilities will include:

  • Comprehending and modifying server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting
  • 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 like Wireshark, Traceroute
  • Strong troubleshooting/root cause isolation skills
  • Demonstrated creative problem-solving approach and strong analytical skills
  • 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)