Technical Support Analyst in Orlando, FL

Position: Technical Support Analyst in Orlando, FL - Hybrid Role

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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 Service Now software and platform.
• Gain an understanding of the Service Now 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, Site Minder)
• 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 their broad topics:

• Email Configuration and Maintenance (Not just Outlook App)
• SSO/Authentication (Candidate should know who to configure the technology 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 have 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 programming 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

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