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L1 Support Engineer

3 weeks, 4 days ago
Argentina
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 13

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 support for login and authentication issues, access requests, navigation, reporting, and workarounds.
  • Escalate undocumented or complex issues to L2 with complete reproduction context, including steps, environment, and 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 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.
  • Strong written English for all client communication, tickets, and escalations.
  • Experience with ServiceNow ticket lifecycle management, work notes, and SLA timer awareness.
  • Familiarity with SSO, SAML, and Okta for troubleshooting login and access issues.
  • Ability to run read-only SQL SELECT queries to verify data state.
  • Experience reading dashboards and alerts in Datadog.
  • Basic Linux knowledge for reading application logs and checking service status.
  • Experience supporting enterprise Java applications is preferred.
  • ITIL Foundation certification is preferred.
  • No software development background is required.

Benefits

  • Standard business hours only, with no L1 after-hours on-call obligation.
  • P1/P2 after-hours response is handled by the Tech Lead on-call rotation.
  • Opportunity to support enterprise clients across multiple industries.
  • Join a global team of over 1,000 professionals.
  • Work for an established company with delivery centers across Europe, the United States, and Argentina.

Interested in this position?

Apply directly on the company website

Apply Now

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