Technical Support Engineer - ServiceNow ITOM

Technical Support Engineer - ServiceNow ITOM job involves resolving technical cases for customers, providing amazing customer support experiences, and using skills such as building trust, showing empathy and excellent communication to answer customer questions and resolve issues. The engineer will employ various diagnostic tools to isolate the potential cause of the issue and may need to coordinate assistance from additional teams for more complex cases. The role requires a collaborative nature and flexibility.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Bachelor's degree in Computer Science or related field (or equivalent degree and experience)
• 2+ years providing customer facing technical support (Web based products or e-commerce preferred)
• Ability to comprehend, modify server-side object-oriented JavaScript, Unix Shell scripting and Windows scripting and Powershell
• 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
• Remote administration via SSH, SNMP, WMI, PowerShell
• Understanding of SNMP traps and MIBs/OIDs
• Ability to understand and modify XML, JSON, Regular Expressions (RegEx)
• Familiarity with AWS, Azure, VMWare, 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 understanding of database concepts
• A fundamental understanding of ITOM, 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
• Experience providing web development support is highly desirable
• Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management
• Excellent communication skills (verbal and written)