**Application Support Level 1.5** Education * Bachelor’s degree or engineering degree in Systems, Computer Science, Information Technology, or related field (completed or in progress). **Support Channels:** ITSM platform, human/virtual chat, phone calls, and email **Main Responsibilities** * Handle incidents and user requests via ITSM tools, chat, phone calls, and email. * Perform initial diagnosis, analysis, and resolution of low-to-medium complexity incidents. * Carry out operational monitoring activities for applications and services, identifying alerts and deviations. * Escalate incidents to higher levels (Level 2 or 3) in a structured manner, providing clear and complete information. * Document solutions, procedures, and lessons learned in the knowledge base. * Track tickets to closure, ensuring clear communication with the user. * Comply with defined SLAs, SLOs, and operational policies. * Assist with recurring application support and remote maintenance tasks. Required Technical Knowledge * Experience operating ITSM tools (ServiceNow, SysAid, Jira Service Management, or similar). * Basic knowledge of operating systems (Windows/Linux) and enterprise applications. * Understanding of ITIL processes (incident, request, and problem management). * Basic knowledge of application and service monitoring. * Ability to clearly and structurally document technical procedures. Skills and Competencies * Service- and user-oriented mindset. * Analytical ability and problem-solving skills. * Effective oral and written communication. * Organization and ability to manage multiple tickets simultaneously. * Autonomous work in a remote setting. * Adherence to processes and commitment to service-level compliance. Desired Experience * 1–3 years in application support or help desk roles. * Prior experience in remote support environments and 24x7 operations (desirable). Employment Type: Full-time Salary: $10,000.00 – $15,000.00 per month Application Question(s): * Previous 24/7 experience * What is your salary expectation? Experience: * ServiceNow: 3 years (Mandatory) Work Location: Remote