Job Description

The Offer

• Work within a company with a solid track record of success
• Excellent career development opportunities
• Leadership Role

The Job

A ServiceNow L1 (Level 1) position with Active Directory (AD) skills typically involves providing initial support and troubleshooting for IT-related issues, with a specific focus on user and access management within Active Directory, as well as incidents reported via the ServiceNow platform.

Job Summary:

We are seeking a highly motivated and customer-focused L1 Support Engineer with a foundational understanding of ServiceNow and Active Directory. The ideal candidate will be the first point of contact for end-users experiencing IT issues, providing prompt and efficient resolution for common problems, particularly those related to user accounts, access, and basic Active Directory functions. This role requires excellent communication skills, a problem-solving mindset, and a commitment to delivering exceptional customer service.

Key Responsibilities:

• Incident Management (ServiceNow):
• Serve as the initial point of contact for IT support requests received via phone, email, and ServiceNow self-service portal.
• Log, categorize, prioritize, and assign incidents and service requests within the ServiceNow ITSM platform.
• Perform initial troubleshooting and diagnostics for a wide range of IT issues, including software, hardware, network, and application-related problems.
• Escalate complex or unresolved issues to L2/L3 support teams or other relevant IT departments in a timely manner, ensuring detailed documentation of troubleshooting steps.
• Monitor the status of incidents and service requests, providing regular updates to end-users until resolution.
• Contribute to the knowledge base by creating and updating documentation for common issues and resolutions.
• Active Directory Management:
• Manage user accounts in Active Directory, including creation, modification (e.g., password resets, account unlocks), and deactivation.
• Administer security groups, distribution lists, and shared mailboxes within Active Directory.
• Troubleshoot basic Active Directory-related issues, such as login problems, access denied errors, and group membership issues.
• Understand and apply basic Group Policy Objects (GPOs) concepts as they relate to user access and system behavior.
• Collaborate with higher-level AD administrators for complex issues or changes.
• User Support and Communication:
• Provide friendly, professional, and efficient support to end-users.
• Clearly communicate technical information to non-technical users.
• Educate users on self-service options within ServiceNow.
• Maintain a high level of customer satisfaction.
• System Monitoring and Maintenance (Basic):
• Assist with basic system health checks and monitoring as directed.
• Identify and report recurring issues to facilitate problem management.

The Profile

• You possess a Degree/Diploma in Computer Science, Engineering or related field.
• You have at least 1 year experience, ideally within a Service Management or Software Engineer role.
• You have excellent communication and interpersonal skills.
• You have working knowledge of Active directory, servicenow and development
• You enjoy finding creative solutions to problems
• You are a strong team player who can manage multiple stakeholders
• You possess strong analytical skills and are comfortable dealing with numerical data

The Employer

Our client is a youthful, dynamic, and forward-thinking IT company dedicated to connecting exceptional people with leading businesses across the globe.

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