Technical Support Engineer - Automation
Spectraforce
US
2 months ago
Job Description
Job Description: Technical Support Engineer - Automation
Position Overview:
The Technical Support Engineer - Automation will manage and resolve complex issues within the ServiceNow platform, serving as the first point of escalation within the technical support department. This customer-facing role requires a blend of strong technical expertise and exceptional interpersonal skills to ensure customer satisfaction through regular communication and timely updates on case progress.
Key Responsibilities:
Technical Support:
Act as the first point of escalation for challenging issues within the ServiceNow platform.
Provide regular communication updates to customers regarding the status and progress of their requests/cases.
Quickly gain and apply an understanding of the ServiceNow platform.
Technical Expertise:
Utilize remote administration tools such as SSH, SNMP, WMI, and PowerShell.
Apply solid object-oriented programming skills, with a preference for Java.
Comprehend and modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
Work with cloud and virtualization platforms like AWS, Azure, VMWare, and Amazon EC2, including ARM and CFT templates.
Understand and work with protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST.
Use troubleshooting tools such as Wireshark and Traceroute effectively.
Analyze SNMP traps and MIBs/OIDs.
Apply a good understanding of database concepts and ITOM, CMDB, and ITIL business processes.
Problem-Solving and Analytical Skills:
Exhibit strong troubleshooting and root cause isolation skills.
Demonstrate a creative problem-solving approach and strong analytical capabilities.
Analyze log files and apply standard debugging concepts.
Web Development and Support:
Provide web development support, which is highly desirable for this role.
Familiarity with web technologies like Apache, Tomcat, HTML, XML, and JSON.
Tools and Practices:
Utilize tools and practices such as incident management, knowledge base, defect, and escalation management.
Communication Skills:
Maintain excellent verbal and written communication skills to effectively interact with customers and team members.
Qualifications:
Experience writing and debugging JavaScript code or similar languages.
Working knowledge of web technologies (Apache, Tomcat, HTML, XML, JSON).
Understanding of remote administration (SSH, SNMP, WMI, PowerShell).
Excellent troubleshooting skills.
Position Overview:
The Technical Support Engineer - Automation will manage and resolve complex issues within the ServiceNow platform, serving as the first point of escalation within the technical support department. This customer-facing role requires a blend of strong technical expertise and exceptional interpersonal skills to ensure customer satisfaction through regular communication and timely updates on case progress.
Key Responsibilities:
Technical Support:
Act as the first point of escalation for challenging issues within the ServiceNow platform.
Provide regular communication updates to customers regarding the status and progress of their requests/cases.
Quickly gain and apply an understanding of the ServiceNow platform.
Technical Expertise:
Utilize remote administration tools such as SSH, SNMP, WMI, and PowerShell.
Apply solid object-oriented programming skills, with a preference for Java.
Comprehend and modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting.
Work with cloud and virtualization platforms like AWS, Azure, VMWare, and Amazon EC2, including ARM and CFT templates.
Understand and work with protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST.
Use troubleshooting tools such as Wireshark and Traceroute effectively.
Analyze SNMP traps and MIBs/OIDs.
Apply a good understanding of database concepts and ITOM, CMDB, and ITIL business processes.
Problem-Solving and Analytical Skills:
Exhibit strong troubleshooting and root cause isolation skills.
Demonstrate a creative problem-solving approach and strong analytical capabilities.
Analyze log files and apply standard debugging concepts.
Web Development and Support:
Provide web development support, which is highly desirable for this role.
Familiarity with web technologies like Apache, Tomcat, HTML, XML, and JSON.
Tools and Practices:
Utilize tools and practices such as incident management, knowledge base, defect, and escalation management.
Communication Skills:
Maintain excellent verbal and written communication skills to effectively interact with customers and team members.
Qualifications:
Experience writing and debugging JavaScript code or similar languages.
Working knowledge of web technologies (Apache, Tomcat, HTML, XML, JSON).
Understanding of remote administration (SSH, SNMP, WMI, PowerShell).
Excellent troubleshooting skills.