Technical Support Engineer

Job Description :

Duties:

ServiceNow seeks a Technical Support Engineer to capitalize on the company’s momentum. The ServiceNow enterprise IT Service Management platform combines ITIL process support and SaaS delivery to provide a flexible, intuitive, self-managing cloud application.

What you get to do in this role:

• Providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for the delivery of support services
• Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations
• Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in the queue with little or no supervision
• Engaging with functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution

Skills:

To be successful in this role, we need someone who has:

• Demonstrated ability to troubleshoot complex technical issues
• Ability to administer servers across OS platforms (Windows/Unix). Including understanding of user permission levels, domain configuration, group policy objects and execution of SUDO Policies
• Remote administration via SSH, SNMP, WMI, PowerShell
• Exposure to network monitoring connectors such as SCOM, Solarwinds, etc.
• Understanding of SNMP traps and MIBs/OIDs
• Ability to understand and modify XML, JSON, and Regular Expressions (RegEx)
• Familiarity with AWS, Azure, VMWare, and Amazon EC2, including appropriate template types (ARM templates, CFT)
• Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST
• Experience with troubleshooting tools such as Wireshark, Traceroute
• Solid understanding of object-oriented programming skills (Java strongly preferred)
• Good knowledge of database concepts.
• A fundamental understanding of ITSM, CMDB and ITIL business process
• 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 concept
• Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management
• Excellent communication skills (verbal and written)

Preferred Skills (Great to have)

• Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, mid-server, BSM Map & Service Mapping)
• Understanding of JavaScript
• Familiarity with Eclipse IDE
• Previous experience in software development(or) software consulting
• Experience providing SaaS support is desirable

Education:

• 4+ years of customer-facing technical support experience
• Ability to troubleshoot complex technical issues with ease and complexity
• Ability to read basic Java/JavaScript code
• Ability to explain solutions to complex technical problems