Technical Support Engineer - OS Network

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 behaviors or to answer technical questions about the ServiceNow 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 ServiceNow 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 :

Qualifications and technical skills that will lead to success: 

Must have bachelors degree in Computer Science or related field (or equivalent degree and experience)

       2 years providing customer facing technical support (Web based products or ecommerce preferred)

       Candidates will lesser experience will be considered for appropriate roles.

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

       Ability to comprehend modify serverside objectoriented 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 objectoriented 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 problemsolving 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).

Preferred Skills (Great to have)

       Previous experience working with the ServiceNow platform (Asset Management Orchestration Discovery Mid Server BSM Map & Service Mapping)

       Understanding of JavaScript.

       Familiarity with Eclipse IDE.

       Previous experience in software development(or) software consulting.

       Experience supporting and troubleshooting ecommerce applications with catalog shopping cart merchandising and payment handling is highly desirable. Experience providing SaaS support is desirable.

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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