L1SupportEngineer

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. **Responsibilities** * Monitor application support queues in ServiceNow throughout the assigned shift * Triage incoming tickets: assess priority, classify issue type, initiate SLA clock * Resolve documented issues independently using knowledge base articles * Provide user guidance: login/auth issues, access requests, navigation, reporting, workarounds * Escalate undocumented or complex issues to L2 with full reproduction context (steps, environment, logs) * Ensure P3/P4 response SLA timestamps are captured within contractual windows * Participate in P1/P2 incident calls as documentation and communication support * Maintain and update KB articles based on recurring issue patterns * Log all actions in ServiceNow: work notes, resolution notes, customer-facing comments **Required Technical Skills** * ITSM: ServiceNow — ticket lifecycle, work notes, SLA timer awareness * Authentication: SSO, SAML, Okta — troubleshooting login and access issues * SQL basics: Ability to run read-only SELECT queries to verify data state * Monitoring: Datadog — reading dashboards and alerts (no configuration required) * Linux basics: Reading application logs, checking service status * English: All client communication, tickets, and escalations in English — required **Nice to Have** * Experience supporting enterprise Java applications * ITIL Foundation certification **Experience** 1–3 years in IT support, helpdesk, or application support. No development background required. **On-Call Requirements** ✓-CALL OBLIGATION All P1/P2 after-hours response is handled by the Tech Lead on-call rotation.