Senior Technical Support Specialist

24 hours ago

Gandhinagar, Gujarat, India beBeeSupport Full time ₹ 10,00,000 - ₹ 15,00,000

Job Role:

We are seeking a skilled Technical Support Specialist to join our team. As a key member of our support staff, you will be responsible for resolving technical issues related to the ServiceNow software and platform.

Key Responsibilities:

  • Provide exceptional customer experiences using your excellent communication skills and ability to troubleshoot complex technical issues.
  • Employ diagnostic tools to isolate potential causes of issues and diligently manage and resolve challenging cases assigned to you.
  • Coordinate assistance from additional teams for complex cases, utilizing creative problem-solving, a collaborative nature, and flexibility to achieve success.
  • Contribute to process and product improvements across business units, providing input based on your unique perspective when working on technical issues for customers.

Requirements:

To succeed in this role, candidates must have:

  • A bachelor's degree in computer science or a related field (or equivalent degree and experience).
  • At least 2 years of experience providing customer-facing technical support (ITOM applications).
  • Excellent communication skills and the ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, and PowerShell.
  • Experience with server administration across OS platforms (Windows/Unix), including understanding user permission levels, domain configuration, group policy objects, and execution of SUDO policies.
  • Knowledge of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST, as well as experience with troubleshooting tools like Wireshark and Traceroute.
  • Strong troubleshooting/root cause isolation skills, a demonstrated creative problem-solving approach, and strong analytical skills.
  • Proficiency in analyzing log files and standard debugging concepts.
  • Familiarity with tools and practices of the trade, such as incident management, knowledge base, defect, and escalation management.

Preferred Qualifications:

Candidates with the following qualifications are highly desirable:

  • Solid understanding of object-oriented programming skills (Java preferred).
  • Experience providing web development support.
  • 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 a logical approach for given problem statements.
  • Previous experience in software development or software consulting.

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