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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 bu

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/nnu7m

📌 Support Engineer (Posadas)
🏢 Trinetix
📍 Posadas