Senior Technical Support Specialist

1 month ago

Sydney, New South Wales, Australia ServiceNow Full time

Job Summary

We are seeking a highly skilled Senior Technical Support Engineer to join our global team. As a key member of our technical support department, you will be responsible for managing and resolving complex technical issues for our customers.

Key Responsibilities

  • Provide exceptional technical support to our customers, resolving issues through various channels including web, chat, email, and direct telephone support.
  • Manage and resolve the most challenging technical issues, serving as the last point of escalation within the technical support department.
  • Mentor junior team members in various technologies, sharing your expertise and knowledge to ensure their success.

Requirements

  • 5+ years of experience in customer-facing technical support, preferably with web-based products or e-commerce.
  • Strong interpersonal communication skills, with the ability to build trust and show empathy with customers.
  • Well-developed experience implementing, maintaining, or supporting multiple technologies, including ITSM, ITIL, CMDB, JavaScript, MySQL, Postgres, and remote administration via SSH, SNMP, WMI, and PowerShell.

Desirable Skills and Experience

  • ServiceNow Admin or Development experience is highly desirable.
  • Experience providing SaaS/PaaS support, diagnosing performance-related issues, and using tools like Splunk/Wireshark.
  • Strong knowledge of OAuth and OIDC, as well as experience with relational databases and Linux/Unix or Microsoft Server.

About ServiceNow

We make the world of work, work better for people, including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Our core values guide our people to do the right thing no matter the circumstances. We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate.

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