Technical Support Engineer

Job Description

Job Information Date Opened 01/27/2025 Industry Technology Job Type Full time Work Experience 3+ City Hyderabad State/Province Andhra Pradesh Country India Zip/Postal Code 500081 Job Description Job Title: Technical Support Engineer Location: Hyderabad, India Experience: 3 to 5 Years Looking for Immediate joiners only. Position Overview We are seeking an experienced Technical Support Engineer to join our Hyderabad team. In this role, you will leverage your expertise in scripting, troubleshooting, and cloud technologies to manage and resolve complex customer issues on the ServiceNow platform. You will play a pivotal role in delivering exceptional support, driving process improvements, and enhancing customer satisfaction. Primary Skills 1.Programming/Scripting: Proficiency in one or more scripting languages: JavaScript Python Perl Unix Shell Windows Shell 2.Networking: Advanced knowledge of: TCP/IP, HTTP, SSH protocols Firewalls, load balancers, and port configurations 3.Operating Systems: Expertise in: Linux/Unix Microsoft Server 4.Object-Oriented Programming: Strong understanding, with Java preferred. 5.Troubleshooting: Hands-on experience in diagnosing and resolving performance issues using tools like heap dumps and thread stacks. Secondary Skills 1.Database Systems: Proficiency in RDBMS like MySQL and Oracle. 2.Cloud and Virtualization: Familiarity with VMware, AWS, Azure, and Event Management Systems. 3.Web Applications Stack: Comprehensive understanding of web application components. 4.Framework Knowledge: Familiarity with ITSM or ITIL frameworks. Key Responsibilities Serve as a Customer Advocate, providing expert support for ServiceNow users and administrators. Troubleshoot and resolve complex technical issues while ensuring root cause analysis. Automate repetitive tasks using scripts and develop solutions for faster troubleshooting. Maintain technical expertise in assigned product areas to offer effective support. Share knowledge through mentoring, training, and documentation initiatives. Suggest and implement process and product improvements. Manage customer expectations effectively, ensuring high satisfaction levels. Collaborate with global teams and contribute to strategic initiatives. Create and maintain detailed knowledge base materials to empower customers. Qualifications Experience: 3 to 5 years in Technical Support or a related field. Technical Expertise: Proven skills in scripting, networking, and operating systems. Communication: Exceptional verbal and written communication skills. Customer Service: Strong focus on quality and commitment to customer satisfaction. Teamwork: Ability to thrive in a collaborative environment.