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.
Key Skills and Qualifications
Required 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.
