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Softtek
Ingeniero de soporte L2
Join Softtek as an L2 Support Engineer in Mexico. Leverage ServiceNow for incident management, troubleshooting, and optimizing solutions. Basic SQL and API skills required.
Consulting
Entry Level
ServiceNow Role Type:
ServiceNow Modules:
IT Service Management
Incident Management
Problem Management
ServiceNow Certifications (nice to have):
Job description
Posted on:
September 24, 2025
This 2L Support Engineer role focuses on resolving support requests, particularly within a ticketing system. The position involves troubleshooting issues, analyzing data, managing multiple cases, and collaborating with other teams. A clear and empathetic approach is crucial in dealing with stress, and adherence to time commitments and quality standards are key. The engineer also supports incident management procedures and contributes to solution optimization.
Requirements
- Experience troubleshooting and resolving incidents
- Knowledge of monitoring, logs, and traces tools
- Basic SQL queries
- Basic FTP/SFTP knowledge
- Basic testing, consumption and interactive documentation of REST APIs using Postman and Swagger
- Knowledge of ticketing tools (ServiceNow preferred)
- Ability to scale and document complex incidents
- Clear writing in tickets and emails
- Collaboration with other support levels and development
- Prioritization of cases
- Root cause analysis and sustainable solution proposals
Requirements Summary
Experience troubleshooting, knowledge of logs and tools, basic SQL, FTP/SFTP, and REST API documentation. Prioritization skills and empathy are important
