Senior Technical Support Engineer

Duties:What you get to do in this role-

• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.

• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.

• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.

• Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.

• You will provide support for ServiceNow customers by managing multiple cases daily.

• You will assist peers with their cases.

• You will participate in User Acceptance Testing (UAT).

Skills:To be successful in this role, we need someone who has-

• Any IT or Engineering graduates from a recognized university.

• Technical background and an ability to learn and absorb technology quickly.

• Great written and verbal communication skills

• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.

• The ability to communicate effectively with people at all levels.

• The ability to have difficult conversations with customers.

• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.

• Basic understanding of ITIL Skills and business processes.

• 3 - 5 years working within an IT environment

• The ability to work as part of a team and on their own initiative.

Note: 

• You should be willing to work on rotational basis for weekend shifts, holidays and/or on-call as needed.

Desired requirements

• A good understanding of the ServiceNow platform is an advantage

• Experience with using and troubleshooting SaaS applications.

Education:Any IT or Engineering graduates from a recognized university