Help Desk Engineer (L1 Application Support)

Location: Remote, hybrid, or office-based work is available in Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, or The Netherlands.

Salary: EUR 1,000–1,800 gross per month. Additional earnings of up to EUR 1,000 per month may be included in the annual bonus depending on expertise and participation in company activities.

Company

hirify.global provides software development and managed application support services for clients across automotive, FinTech, healthcare, retail, telecom, and other industries.

What you will do

• Receive incidents and service requests in ServiceNow within defined acceptance SLAs.
• Classify and prioritize tickets using incident, service request, change request, and Impact × Urgency frameworks.
• Resolve standard application support requests, including role and profile checks, password resets, documented workarounds, and user guidance.
• Handle requests within the defined effort thresholds and route larger requests as Change Requests.
• Escalate issues to L3 with complete information, maintain user communication, and participate in major incident handling.
• Document solutions, create Knowledge Base articles, and maintain ticket traceability and daily backlog control.

Requirements

• At least 2 years of experience in application or IT service desk support at L1/L2 level for business users.
• Hands-on experience with ServiceNow or another ITSM tool such as Jira Service Management.
• Understanding of web applications, user roles and permissions, and basic troubleshooting.
• Willingness to work under strict SLAs and backlog thresholds.
• English at Upper-Intermediate level or above.
• Italian at Advanced level or above.

Nice to have

• ITIL Foundation certification.

Culture & Benefits

• Remote, office-based, and hybrid work options.
• Mentoring, onboarding support, and opportunities for professional, financial, and career development.
• Corporate training portal with an continuously updated company knowledge base.
• Compensation for professional certifications such as AWS and PMP.
• Private health insurance and sports compensation depending on the employment type.
• Corporate events, referral program, and team activities.