L1 Support Engineer

Key Responsibilities:

Monitor and manage support mailboxes, ensuring timely response and resolution of user requests
Log, track, and manage support tickets through to resolution, ensuring SLAs are met
Triage incoming issues, categorized by priority and platform, and escalate complex technical matters to the L2/AMS team as appropriate
Coordinate with L2 and technical teams to ensure smooth handover and follow-through on escalated issues
Communicate clearly with end users on issue status, resolution timelines, and workarounds
Maintain support documentation, runbooks, and knowledge base articles
Support recurring governance and compliance activities across platforms
L1 Support Engineer will be expected to provide operational support across the following enterprise platforms:
Salesforce CRM & Marketing CloudWorkatoUiPath RPACumulus (Workday)TableauSlack

Required Experience:

Prior experience in IT helpdesk, application support, or L1/L2 operations roles
Hands-on familiarity with one or more of the following platforms: Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, or Slack
Familiarity with ticketing systems and ITSM practices (e.g. ServiceNow, Jira, or equivalent)
Strong communication skills for user-facing support and cross-team coordination
Ability to manage multiple platforms and prioritise time-sensitive requests independently

See also