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1st Level Support Engineer (L1)

2 hours, 37 minutes ago
Ukraine
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Datadog Java Linux SAML SQL
Apply Now
Trinetix

Trinetix

Trinetix provides comprehensive software product engineering and design services to Fortune 500 companies and emerging brands, enabling them to innovate and enhance their digital operations for sustainable growth in a competitive landscape.

Internet Software & Services
251-1K
Founded 2011
View All Jobs 14

Description

  • Monitor application support queues in ServiceNow throughout the assigned shift.
  • Triage incoming tickets by assessing priority, classifying issue type, and initiating the SLA clock.
  • Resolve documented issues independently using knowledge base articles.
  • Provide user guidance for login and authentication issues, access requests, navigation, reporting, and workarounds.
  • Escalate undocumented or complex issues to L2 support with full reproduction context, including steps, environment, and logs.
  • Ensure P3 and P4 response SLA timestamps are captured within contractual windows.
  • Participate in P1 and P2 incident calls as documentation and communication support.
  • Maintain and update knowledge base articles based on recurring issue patterns.
  • Log all actions in ServiceNow, including work notes, resolution notes, and customer-facing comments.

Requirements

  • 1–3 years of experience in IT support, helpdesk, or application support.
  • No software development background is required.
  • Experience with ServiceNow, including ticket lifecycle management, work notes, and SLA timer awareness.
  • Basic understanding of authentication systems such as SSO, SAML, and Okta for troubleshooting login and access issues.
  • Ability to run read-only SQL SELECT queries to verify data state.
  • Basic familiarity with Datadog for reading dashboards and alerts; configuration experience is not required.
  • Basic Linux knowledge, including reading application logs and checking service status.
  • Strong written English skills, with all client communication, tickets, and escalations handled in English.
  • Experience supporting enterprise Java applications is preferred.
  • ITIL Foundation certification is preferred.

Benefits

  • The posting does not specify compensation or equity benefits.
  • The posting does not specify health, PTO, or wellness benefits.
  • Opportunity to support enterprise clients across multiple industries.
  • Work in a global organization with delivery centers in Europe, the United States, and Argentina.
  • Join a company with a people-first culture and commitment to responsible growth.
  • Potential exposure to CSR activities and sustainable development initiatives.

Interested in this position?

Apply directly on the company website

Apply Now

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