1st Level Support Engineer (IT Support)

TL;DR

1st Level Support Engineer (IT Support): Managing incoming tickets, triage, and resolution of known application issues with an accent on queue management and SLA compliance. Focus on troubleshooting authentication, running basic SQL queries, and escalating complex issues to L2 support.

Location: Remote (Ukraine)

Company

A dynamic tech service provider supporting enterprise clients globally across Fintech, Logistics, Healthcare, and Professional Services.

What you will do

• Monitor and triage application support queues in ServiceNow, assessing priority and initiating SLA clocks.
• Resolve documented issues independently using knowledge base articles and provide user guidance on authentication and navigation.
• Escalate undocumented or complex issues to L2 support with full reproduction context, including logs and environment details.
• Ensure P3/P4 response SLA timestamps are captured within contractual windows.
• Participate in P1/P2 incident calls as communication and documentation support.
• Maintain and update knowledge base articles based on recurring issue patterns.

Requirements

• 1–3 years of experience in IT support, helpdesk, or application support.
• Proficiency with ServiceNow, including ticket lifecycle and SLA timer awareness.
• Experience troubleshooting authentication issues via SSO, SAML, and Okta.
• Basic SQL skills for running read-only SELECT queries to verify data state.
• Ability to read application logs and check service status in Linux, and read dashboards in Datadog.
• English: Proficiency required for all client communication, tickets, and escalations.
• Location: Must be based in Ukraine.

Nice to have

• Experience supporting enterprise Java applications.
• ITIL Foundation certification.

Culture & Benefits

• Remote work environment.
• Opportunity to work within a global team of over 1,000 professionals.
• Exposure to diverse enterprise domains including Fintech, Medtech, and Logistics.
• People-first culture with a commitment to responsible growth and CSR activities.