L1 Support Engineer

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/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

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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