L1 Support engineer - ServiceNow

Job Role: Lead L1 Support Engineer – ServiceNow Ticket Triaging

Experience required - 6+ years

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Job Summary: We are looking for a proactive and detail-oriented L1 Support Specialist to join our dynamic IT Support team. This role is essential for efficiently managing, triaging, and routing ServiceNow tickets to the appropriate Level 2 (L2) support teams. You will handle issues related to desktops, laptops, servers, and network infrastructure, ensuring minimal downtime and seamless resolution of incidents for end-users.

Key Responsibilities

Ticket Management:

• Monitor and manage incoming ServiceNow tickets, ensuring prompt acknowledgment and action.
• Categorize and prioritize tickets based on urgency and impact.
• Perform an initial assessment of issues, gathering sufficient information for efficient L2 team resolution.
  
  

Triaging And Routing

• Assign tickets to the appropriate L2 teams based on issue type (e.g., desktop, laptop, server, or network).
• Escalate critical incidents following established escalation protocols.
• Ensure all required ticket fields and details are accurately populated for effective resolution.
  
  

Customer Communication

• Provide clear and timely updates to end-users on ticket status and escalation steps.
• Maintain a professional and customer-focused approach in all interactions.
  
  

Documentation And Reporting

• Log recurring issues or patterns in tickets for further analysis by L2 and IT teams.
• Document triaging processes to enhance efficiency and ticket-handling quality.
  
  

Collaboration

• Partner with L2 teams to clarify ticket details and provide additional information as needed.
• Participate in regular meetings to review ticket-handling metrics and identify areas for improvement.
  
  

Required Qualifications

Key Skills and Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Familiarity with IT Service Management (ITSM) tools, preferably ServiceNow.
• Basic understanding of IT systems, including desktops, laptops, servers, and networking concepts.
• Strong problem-solving and analytical skills for effective triaging.
• Excellent verbal and written communication skills.
• Customer-focused attitude with the ability to handle high-pressure situations.
  
  

Preferred Qualifications

• ITIL Foundation certification or equivalent.
• Previous experience in an IT support or helpdesk role.
• Knowledge of escalation procedures and SLA management.
  
  

Why Join Us?

• Opportunity to work with a collaborative IT Support team in a fast-paced environment.
• Enhance your skills in IT Service Management and customer support.
• Be part of a team dedicated to optimizing IT processes and minimizing downtime.