onsite
L1 Support Engineer-OSS - Prodapt Solutions
Software Engineer
L1 Support Engineer – OSS delivers first‑line technical assistance for ServiceNow‑based ITSM, handling incidents, troubleshooting network and application issues, and ensuring rapid resolution with strong scripting and networking knowledge.
About the role
Key Responsibilities
- Respond to and resolve first‑level incidents via ServiceNow, ensuring timely updates and accurate documentation.
- Triage and analyze technical issues related to OSS components, network services, and application performance.
- Escalate complex problems to higher support tiers while maintaining clear communication with stakeholders.
- Utilize scripting (e.g., PowerShell, Bash) to automate routine tasks and generate diagnostic reports.
- Collaborate with cross‑functional teams to identify root causes and implement preventive measures.
Requirements
- Experience with ServiceNow ITSM platform and incident management processes.
- Solid understanding of networking fundamentals (TCP/IP, DNS, routing).
- Proficiency in scripting languages such as PowerShell or Bash.
- Strong analytical and problem‑solving skills with a customer‑centric mindset.
- Excellent written and verbal communication abilities.