L1 Support Engineer

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee application support queues in ServiceNow during the designated shift.

• Assess incoming tickets for priority, categorize issue types, and initiate the SLA clock.

• Independently resolve documented issues by utilizing knowledge base articles.

• Offer user assistance for login/authentication issues, access requests, navigation, reporting, and workarounds.

• Forward undocumented or complex issues to Level 2 support with comprehensive reproduction context (steps, environment, logs).

• Ensure that P3/P4 response SLA timestamps are recorded within the agreed contractual timeframes.

• Engage in P1/P2 incident calls to provide documentation and communication support.

• Update and maintain knowledge base articles in response to recurring issue trends.

• Document 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. A development background is not necessary.

🏝️ Benefits

• [Insert benefits details here]

• [Insert additional benefits if needed]