Technical Support Engineer (ATOM)

Job Description

Qualifications & Experience: - Must have a bachelors 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. 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 and troubleshooting infrastructure level issues.