L1 Support Engineer
Internetwork Expert Inc
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. #J-18808-Ljbffr Internetwork Expert IncVacancy posted 4 hours ago
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