L1 Support Engineer

Key Responsibilities:

• Monitor and manage support mailboxes and user requests.
• Log, track and manage support tickets to ensure SLA compliance.
• Triage incidents and escalate complex issues to the L2/AMS team.
• Coordinate with technical teams to ensure timely issue resolution.
• Communicate with end users on issue status and resolution timelines.
• Maintain support documentation, runbooks and knowledge base articles.
• Support recurring governance and compliance activities.

Preferred Skills & Experience:

• IT Helpdesk / Application Support / L1 or L2 Operations experience.
• Familiarity with one or more of the following platforms:

• Salesforce CRM / Marketing Cloud

• Workato
• UiPath
• Workday (Cumulus)
• Tableau
• Slack
• Experience with ITSM tools such as ServiceNow, Jira or equivalent.
• Good communication and stakeholder management skills.