Expert Technical Support Professional

1 week ago

Ellore, Andhra Pradesh, India beBeeTechnical Full time US$ 90,000 - US$ 1,10,000

Job Role: Technical Support Specialist.

A skilled and dedicated technical support specialist is needed to provide top-notch customer support experiences using exceptional communication skills, empathy, and problem-solving abilities. The successful candidate will be responsible for resolving complex technical cases created by customers, troubleshooting unexpected behaviors or answering technical questions about software platforms.

The ideal candidate should have a strong understanding of the ServiceNow platform and its core functionalities, employing various diagnostic tools to isolate the root cause of issues. Effective management and resolution of challenging issues assigned are essential, often requiring coordination with additional teams for more complex cases.

Support specialists play a key role in providing valuable input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Key Requirements & Qualifications:

  • Bachelor's degree in computer science or a related field (or equivalent degree and experience)
  • 2+ years providing customer-facing technical support
  • Good Communication Skills

Responsibilities & Responsibilities:

  1. Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting, as well as PowerShell
  2. 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
  3. Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST, Experience with troubleshooting tools like Wireshark, Traceroute
  4. Strong troubleshooting/root cause isolation skills
  5. Demonstrated creative problem-solving approach and strong analytical skills
  6. Must be proficient with analyzing log files and standard debugging concepts
  7. Familiarity with tools & practices of the trade such as incident management, knowledge base, defect & escalation management
  8. Excellent communication skills (verbal and written)

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