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Technical Support Engineer - Automations

Company: HonorVet Technologies
Location: Santa Clara
Posted on: November 25, 2022

Job Description:

Position: - Technical Support Engineer - Automations
Location: - Santa Clara, CA -95054 ( Fully Remote for contractors)
Job description: -

  • From the JD, what are the top "must have non-negotiable " skill sets that need to be present on a resume in order to be successful for this role?
  • Java/JavaScript /coding experience or knowledge - must be able to understand, troubleshoot coding, preferable JavaScript but not limited, Python, Per
  • Networking concepts including TCP/IP, HTTP, SSH protocols, concepts of firewall, load balancer and ports
  • Remote administration like PowerShell, WMI, SSH
  • OS: Linux/Windows

    What you get to do in this role:

    • Customer Advocate providing support to users/administrators of our platform. Supporting and contributing to the growth of best practices for delivery of support services.
    • Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
    • Own and resolve all issues with a high standard of professionalism
    • Hands on experience triaging, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues
    • Manage customers' expectations and experience in a way that results in high customer satisfaction
    • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers
    • Suggest and implement improvements to internal processes and tools
    • Work on technical and non-technical projects
    • Effectively communicate with customers and internal teams via case, phone and other electronic methods
    • Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers
    • Maintain impeccable case hygiene and customer related files and records
    • Participate in the weekend support on-call rotation

      Required Skills:

      • Bachelor's Degree in Computer Science (or related technical degree) or recent coding bootcamp completion or equivalent 1+ years of experience within technical support or software coding environment
      • Ability to tackle hard problems and break them into smaller parts for clear and specific resolutions
      • Curiosity and a desire to continually learn as it relates to the role
      • Strong personal commitment to quality and customer service
      • Advanced knowledge of the components in a web applications stack.
      • Strong Experience in one (or more) scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
      • Strong Experience writing/debugging object-oriented code (Java preferred)
      • Experience using Linux/Unix OR Microsoft Server
      • Strong troubleshooting/root cause isolation skills for difficult technical issues
      • Embraces opportunities to develop and apply new knowledge and skills.
      • Excellent communication skills (verbal and written).
      • Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.

        Desired Skills:

        • Experience providing SaaS support
        • Experience working with the ServiceNow Platform
        • A fundamental understanding of ITSM or ITIL framework
        • Experience in using tools like Splunk, Elk, Eclipse IDE and handling Network Devices & Load Balancers
        • Experience in remote administration via SSH, SNMP, WMI, PowerShell

Keywords: HonorVet Technologies, Santa Clara , Technical Support Engineer - Automations, Engineering , Santa Clara, California

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