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 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