Technical Support Analyst in Orlando, FL - Hybrid Role

Please share profile to Sri@gdrdefense.com Location:

• Orlando, FL Duration: Long Term Hybrid Role: Work Persona - Flexible: Weekly on Wednesday and Thursday at the office.

Overview:

• Provides technical support to administrators, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex computer systems, complex software, integrations, or networked and/or wireless systems.
• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning applications and software.
• Troubleshoots and diagnoses design, reliability and maintenance problems or bugs to platform engineering/software engineering.

What you will do in this role:

• • Be a Customer Advocate providing support to users/administrators of our platform • Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations • Resolve technical cases?created by customers looking for?help to understand or?troubleshoot unexpected?behaviors or answer technical?questions about the ServiceNow?software and platform. • Gain an understanding of?the ServiceNow platform and all?core functionality. • Analyze data with a?view to isolate the potential?cause of the issue. • Involve others to?accomplish personal and group?goals.

What you will need to be successful in this role:

• • Troubleshooting or Configuration Knowledge on LDAP/Active Directory, SSO, or other authentication or user management systems (e.g.
• Azure AD, Okta, SAML, SiteMinder) • Understanding of Email?Troubleshooting (e.g.
• Office 365, Exchange )? • Knowledge on Web?Services (SOAP, REST)? • Experience Data Extraction Technologies (e.g.
• JDBC, ODBC) • Hands-on experience exporting/importing data between separate systemS • Working knowledge on Network troubleshooting (e.g.

Ping, Telnet) • Hands on experience in any?bi-directional, integration between two systems? • Some experience with Scripting languages:

• ? JavaScript, Python, Perl, Unix Shell, Windows Shell) • Experience with relational databases (e.g.

MySQL, Oracle) • Experience with the gathering and reading of various log files including tools like Splunk Hiring Manager Notes Integrations gets a mix of issue types that typically center around there broad topics:

• • Email Configuration and Maintenance (Not just Outlook App) • SSO/Authentication (Candidate should Know who to configure the tecnologiy and how this works internally, NOT just assign or grant user/permissions). • Web Services • Scripting /Rest API • Database issues Given the wide variety of issues that we get there is no 1 or 2 must have skills.
• Instead we are looking for candidates that some firsthand experience in as many of these technical areas as possible as it speeds up the ramp up time.
• Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role? • Web Services (SOAP/REST), Networking fundamentals, scripting and familiarity with a programing language • What backgrounds/skills can we be more flexible with that can be learned on the job? • SSO and authentication, Email protocols and servers What will the interview process look like? • First round - 30 to 45 minute monitoring phone interview (behavioral and technical questions) • Second round - 1 hour panel interview with 2-3 engineers and hiring manager (technical questions) • Final Round - Optional Powered by JazzHR