Technical Support Engineer

Role: ATOM -TSE

Experience: 2+ years

Location: Hyderabad (WFO)

Notice Period: Immediate

What you get to do in this role:

In this role, the support engineer will resolve technical cases created by customers looking for help to

understand or troubleshoot unexpected behaviours or to answer technical questions about the Client’s

software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that

include building trust, showing empathy, and excellent communication to answer customer questions and

resolve issues through various technologies including web, chat, email, case updates, as well as direct

telephone support.

Understanding the client’s platform and all core functionalities will be essential while employing various

diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and

resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for

more complex cases. As such, creative problem-solving, a collaborative nature, and flexibility will be key to your

success.

Lastly, support engineers also play a key role in providing input across business units regarding process and

product improvements due to their unique perspective when working on technical issues for customers.

Qualifications & Experience

● Must have a bachelor’s degree in computer science or a related field (or equivalent degree and experience)

● 2+ years providing customer-facing technical support (ITOM applications)

● Good Communication Skills

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

● 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.

● Understanding of protocols such as HTTP, TCP, FTP/SFTP, SOAP and REST, Experience with troubleshooting tools

such as Wireshark, Traceroute.

● 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 concepts.

● Familiarity with tools & practices of the trade such as incident management, knowledge base, defect &

escalation management.

● Excellent communication skills (verbal and written).

● Preferred:

● Solid understanding of object-oriented programming skills (Java strongly preferred)

A fundamental understanding of ITOM, CMDB and ITIL business process

● Experience providing web development support is highly desirable.

● Previous experience working with the ServiceNow platform (Asset Management, Orchestration, Discovery, Mid

Server, BSM Map & Service Mapping)

● Understanding of JavaScript or any other scripting language with logical approach for given problem statement.

● Previous experience in software development(or) software consulting.

● Experience supporting