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Technical Support Analyst in Orlando, FL - Hybrid Role

Technical Support Analyst in Orlando, FL - Hybrid Role

GD ResourcesOrlando, FL, US
2 days ago
Job type
  • Full-time
  • Quick Apply
Job description

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
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    Technical Orlando Fl • Orlando, FL, US

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