To provide dynamic and exceptional deep level quality technical support to our customer and partner base. Bringing all experience, individual expertise and resources coupled with wider Snow resources and expertise to deliver a superior level customer service experience.
Diagnosing, troubleshooting and analysing complex issues and bugs in customer environments and within Snow’s applications.
Applying workarounds and helping customer with configuration to mitigate or resolve issues.
- Providing technical support and maintenance on all Snows Products
- Performing advanced troubleshooting within customer environments focused on the recreating customer reported issues and escalating to Product Engineering.
- Collaboration with the support teams, to upskill their knowledge on Snow Products, known issues, Troubleshooting skills and documentation.
- Continually prioritizing your workload ensuring pro-active review of cases to reduce mean case ageing of 1st and 2nd line
- Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner.
- To contribute to the development of the customer support organization by participating in and leading regular internal meetings and training sessions.
Qualifications
Solid knowledge and experience of IT infrastructure administration or sysadmin - Networking, Windows Server, Active Directory, Virtualization, Operating Systems etc.
OR
Solid knowledge and experience of application support with focus on SQL – SQL DB troubleshooting, SQL query analysis, SQL query error troubleshooting
Required Soft Skills
- Willing and capable of learning a lot of new knowledge (particularly, but not limited to, Snow’s own software suite)
- Self-starter, capable of learning self-paced, on the job and in test environments and by reaching out in the teams and using knowledge base
- Excellent interpersonal and communications skills.
- Excellent time management, decision making, prioritization and organization skills.
- Be a team player, promote a spirit of cooperation and teamwork.
- Welcomes challenging environments to apply specialist skills, maintaining customer confidence.
- Proven technical diagnostic and problem-solving skills.
Experience
- A minimum of 3 years Technical Support experience
- Creation, maintenance and improvement of technical knowledgebase articles
- Good knowledge of ITIL framework
- Supporting UNIX/Linux based technologies/software
- SAM experience
- Software Licensing Experience
- Knowledge of O365 (Configuration and Administration knowledge desired)
- A good understanding of cloud technologies and experience supporting products and solutions delivered as a service.
- Intermediate Knowledge of one or more of the following Products: ServiceNow, Salesforce, Adobe, Oracle, Gsuite and IBM BigFix
- IIS
