Technical Support Engineer - ServiceNow Applications

Essential Job Functions :

- Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or client's 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 client 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 client customers by managing multiple cases daily.

- You will assist peers with their cases.

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

Qualifications :

- 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.

- 2 - 5 years working within an IT environment

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

Desired requirements :

- A good understanding of the client's platform is an advantage

- Experience with using and troubleshooting SaaS applications.

Note :

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