L1 Support Engineer

Job Description

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

✓ NO ON-CALL OBLIGATION

All P1/P2 after-hours response is handled by the Tech Lead on-call rotation. L1 engineers work standard business hours only.

About Us

Established 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