Support Professional

5 days ago

Shimoga, Karnataka, India beBeeTechnical Full time ₹ 50,00,000 - ₹ 90,00,000

Job Title:

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  • Technical Support Engineer ">
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About the Role:

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We are seeking a skilled and customer-focused technical professional to join our team in delivering top-notch support experiences.

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The successful candidate will be responsible for resolving technical cases created by customers, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies.

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Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue.

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You will be expected to diligently manage and resolve challenging issues assigned to you, but may need to coordinate assistance from additional teams for more complex cases.

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Creative problem-solving, a collaborative nature, and flexibility will be key to your success in this role.

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In addition to providing exceptional customer support, you will also play a key role in providing input across business units regarding process and product improvements due to your unique perspective when working on technical issues for customers.

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Required Skills & Qualifications:

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We require someone with:

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  1. "> ">
  2. A bachelor's degree in computer science or a related field (or equivalent degree and experience)"> ">
  3. 2+ years providing customer-facing technical support (ITOM applications)"> ">
  4. Good Communication Skills"> ">
  5. Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting, and PowerShell."> ">
  6. 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."> ">
  7. Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST, Experience with troubleshooting tools such as Wireshark, Traceroute."> ">
  8. Strong troubleshooting/root cause isolation skills"> ">
  9. Demonstrated creative problem-solving approach and strong analytical skills"> ">
  10. Must be proficient with analyzing log files and standard debugging concepts."> ">
  11. Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management."> ">
  12. Excellent communication skills (verbal and written).">
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Preferred Qualifications:

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Preferred qualifications include:

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  1. "> ">
  2. Solid understanding of object-oriented programming skills (Java strongly preferred)"> ">
  3. A fundamental understanding of ITOM, CMDB and ITIL business process "> ">
  4. Experience providing web development support is highly desirable."> ">
  5. Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid Server, BSM Map & Service Mapping)"> ">
  6. Understanding of JavaScript or any other scripting language with logical approach for given problem statement."> ">
  7. Previous experience in software development(or) software consulting."> ">
  8. Experience supporting and troubleshooting infrastructure level issues.">
"],

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