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Support Engineering Specialist
2 weeks ago
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.
Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them, but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem-solving, a collaborative nature, and flexibility will be key to your success.
Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Requirements
- 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.
- 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.
