The Platform Support Engineer (L3) is a seasoned subject matter expert who exercises excellent customer service skills along with the ability to apply technical knowledge to support processes such as Request, Incident, Problem, Change, Event, Configuration, Asset, Service Catalogue, Knowledge, and Service Portal, as well as custom scoped applications that deliver enterprise-wide business processes to NTT customers.
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Key Responsibilities
- Provides support to users/administrators of the company platform.
- Supports and contributes to the growth of best practices for delivery of support services.
- Ensures understanding of company platform, Cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Acts as a customer advocate, prioritizing and managing assigned incidents and escalations in queue with little or no supervision.
- Engages with cross-functional teams such as operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
- Mentors less experienced team members in the various technologies.
- Performs any other related task as required.
Requirements
- Palo Alto Firewall and SASE Experience is a must.
- Seasoned working knowledge of the components in cloud/web applications.
- Seasoned understanding of network monitoring connectors such as SCOM, Solarwinds, etc.
- Seasoned understanding of SNMP traps and MIBs/OIDs.
- Seasoned understanding and ability to modify basic XML, JSON, Regular Expressions (RegEx).
- Seasoned understanding of the HTTP/HTTPS Request and Response Cycle.
- Seasoned understanding of database concepts.
- Seasoned understanding of ITSM, CMDB and ITIL business processes.
- Excellent troubleshooting/root cause isolation skills.
- Must be proficient in analyzing log files and standard debugging concepts.
- Seasoned familiarity with tools and practices of the trade such as incident management, knowledgebase, defect and escalation management.
- Seasoned understanding of email infrastructure/protocols.
- Seasoned understanding of Web Services – REST and SOAP, and Authentication mechanisms – Single Sign-on, LDAP.
- Must have basic object-oriented programming skills (Java strongly preferred).
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to technical problems.
- Ability to multi-task and work with high-value customer administrators and developers.
- Should be a team player working efficiently in a collaborative environment.
- Strong personal commitment to quality and customer service.
- Proven ability to maintain a professional demeanor when handling complex user issues.
Academic Qualifications and Certifications
- Bachelor’s degree or equivalent in Information Technology or Computer Science or related field.
- Relevant ITIL certification.
Required Experience
- Seasoned experience providing customer-facing technical support.
- Seasoned demonstrated experience providing web development support is highly desirable.
- Seasoned demonstrated experience working with the ServiceNow platform (ITSM, ITOM, CSM, and FSM).
Workplace Type: On-site Working
Location: Dubai, United Arab Emirates
