support engineer for automotive applications

HireHi; United States; Remote; USD 36,000 - 58,000; Full time

Benefits offered by this job

Private health insurance

Sports compensation

Annual bonus

Job summary

HireHi ищет специалиста службы поддержки IT на L1/L2 для обслуживания крупного портфеля мобильных и веб‑приложений. Ваша работа включает прием инцидентов и запросов через ServiceNow, классификацию, эскалацию и работу в рамках SLA, создание KB статей и поддержку пользователей.

Требуется опыт 2+ года, знание ServiceNow или Jira Service Management, базовые знания веб‑приложений, умение работать под строгими SLA, владение английским на уровне Upper-Intermediate и итальянским на Advanced.

Qualifications

• 2+ года поддержки L1/L2 для бизнес‑пользователей.
• Hands‑on с ServiceNow или Jira Service Management.
• Понимание веб‑приложений, ролей и разрешений.
• Готовность работать в рамках SLA иbacklog thresholds.
• Английский Upper-Intermediate или выше, итальянский Advanced.

Responsibilities

• Прием инцидентов и запросов в ServiceNow в рамках SLA.
• Классификация тикетов и приоритизация по Impact x Urgency.
• Разрешение стандартных запросов без доступа к серверам/кодам.
• Эскалация до L3 с полным сбором информации и информирование пользователей.
• Участие в Major Incident и ведение документации в KB.

Skills

ITSM

Incident management

Customer support

English

Italian

Tools

ServiceNow

Jira Service Management

Job description

Описание:

The project provides managed maintenance and application support for a large portfolio of mobile and web applications, including software enhancements, technical support, continuous updates, CI/CD-based lifecycle management, and documentation. It supports an established automotive business that provides vehicle distribution, sales, and after-sales services through a broad network of business partners.

Задачи:

• Receive incidents and service requests in ServiceNow within the acceptance SLA: Critical - 1h, High - 2h, Middle - 4h, Low - next business day
• Classify tickets as Incidents, Service Requests, or Change Requests and prioritize them using the Impact × Urgency matrix
• Resolve standard requests without server or code access, including role and profile checks, password resets, documented workarounds, application usage guidance, and data or information requests
• Handle Service Requests of up to 8 hours directly, process 8-24-hour requests upon approval, and route larger requests as Change Requests
• Escalate tickets to L3 with complete information and stay in contact with users until resolution
• Participate in Major Incident handling by linking related tickets and keeping users informed
• Record solutions and create Knowledge Base articles in ServiceNow
• Maintain full traceability in ServiceNow and support daily backlog control

Требования:

• 2+ Years of L1/L2 application or IT service desk support for business users
• Hands-on experience with ServiceNow or another ITSM tool such as Jira Service Management
• Understanding of web applications, user roles and permissions, and basic troubleshooting
• Willingness to work under strict SLAs and backlog thresholds
• English at Upper-Intermediate level or above
• Italian at Advanced level or above
• Будет плюсом: ITIL Foundation certification

Условия:

Professional, financial, and career growth opportunities Mentoring and adaptation systems for each new employee Opportunity to earn up to an additional 1,000 EUR per month, depending on expertise, included in the annual bonus, by participating in company activities Access to the corporate training portal and its regularly updated knowledge base Corporate events and perks, including parties, pizza days, PlayStation, fruit, coffee, snacks, and movies Certification compensation, including AWS and PMP Referral program Private health insurance and sports compensation, depending on the type of employment Work locations: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and the Netherlands