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Tech Support Engineer

3.00 to 6.00 Years   Hyderabad   18 Dec, 2019
ServiceNow
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other SoftwareNetwork / System Administration
EmploymentTypeFull-time

Job Description

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 delivery of support services.
  • Understanding our platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situaitons.
  • Acting as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
  • Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
  • This includes being the last point of escalation within the customer support department and mentoring junior team members in the various technologies.

Qualification Experience

  • Must have Bachelors degree in Computer Science or related field (or equivalent degree and experience)
  • 5 years providing customer facing technical support (Web based products or e-commerce preferred)
  • Candidates with lesser experience will be considered for appropriate roles.

In order to be successful in this role, we need someone who has:

  • Demonstrated ability to troubleshoot difficult technical issues
  • Working knowledge of the components in a web applications stack
  • Good experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
  • Good experience with relational databases (e.g. MySQL, Oracle)
  • Basic experience administering: Linux/Unix OR Microsoft Server
  • Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
  • Understanding of remote administration via SSH, SNMP, WMI, Powershell
  • Excellent verbal and written communication skills
  • Works well in a team environment
  • Strong personal commitment to quality and customer service
  • Ability to understand and communicate complex technical systems
  • Proven ability to maintain a professional demeanor when handling complex user issues

Preferred Skills(Great to have)

  • Previous experience workin g with the ServiceNow platform
  • Good understanding of ITSM coupled with experience of working within ITIL environment.
  • Strong Familiarity with some of Java Development Envir onment, e.g. Eclipse, NetBeans
  • Experience troubleshooting and optimising web application performance
  • Previous experience in software development(or) software consulting.
  • Experience providing SaaS support is desirable.
,

Keyskills :
troubleshootingnetworking lanoperating systems switchesweb application customer servicecomputer science

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