[Hiring] L1 Support Engineer @Trinetix

Role 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.

• 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

Qualifications

• 1–3 years in IT support, helpdesk, or application support. No development background required.

Requirements

• 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

Benefits

• ✓ 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.