This L1 Support Engineer will serve as the first-line operational support resource across a portfolio of enterprise platforms.
Key responsibilities include:
- 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, categorised by priority and platform, and escalate complex technical matters to the L2 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
This L1 Support Engineer will be expected to provide operational support across the following enterprise platforms:
- Salesforce CRM & Marketing Cloud
- Workato
- UiPath RPA
- Cumulus (Workday)
- Tableau
- Slack
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
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