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23 days ago
Requirements and responsibilities
The L1 Support Engineer is the first point of contact for all incoming tickets. The role is focused on queue management, triage, and resolution of known issues — the majority of which are covered by documented knowledge base articles (89% KB coverage across queues). Strong written English and structured problem-solving matter more than deep technical skills. No software development background is required.ResponsibilitiesMonitor application support queues in ServiceNow throughout the assigned shiftTriage incoming tickets: assess priority, classify issue type, initiate SLA clockResolve documented issues independently using knowledge base articlesProvide user guidance: login/auth issues, access requests, navigation, reporting, workaroundsEscalate undocumented or complex issues to L2 with full reproduction context (steps, environment, logs)Ensure P3/P4 response SLA timestamps are captured within contractual windowsParticipate in P1/P2 incident calls as documentation and communication supportMaintain and update KB articles based on recurring issue patternsLog all actions in ServiceNow: work notes, resolution notes, customer-facing commentsRequired Technical SkillsITSM: ServiceNow — ticket lifecycle, work notes, SLA timer awarenessAuthentication: SSO, SAML, Okta — troubleshooting login and access issuesSQL basics: Ability to run read-only SELECT queries to verify data stateMonitoring: Datadog — reading dashboards and alerts (no configuration required)Linux basics: Reading application logs, checking service statusEnglish: All client communication, tickets, and escalations in English — requiredNice to HaveExperience supporting enterprise Java applicationsITIL Foundation certificationExperience1–3 years in IT support, helpdesk, or application support. No development background required.On-Call Requirements✓-CALL OBLIGATIONAll P1/P2 after-hours response is handled by the Tech Lead on-call rotation. L1 engineers work standard business hours only.About UsEstablished in 2011, Trinetix is a dynamic tech service provider supporting enterprise clients around the world. Headquartered in Nashville, Tennessee, we have a global team of over 1,000 professionals and delivery centers across Europe, the United States, and Argentina. We partner with leading global brands, delivering innovative digital solutions across Fintech, Professional Services, Logistics, Healthcare, and Agriculture.Our operations are driven by a strong business vision, a people-first culture, and a commitment to responsible growth. We actively give back to the community through various CSR activities and adhere to international principles for sustainable development and business ethics.To learn more about how we collect, process, and store your personal data, please review our Privacy Notice: https://www.trinetix.com/corporate-policies/privacy-notice
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