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 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 “By proceeding with the job application, you are deemed to have read and acknowledged our https://www.totalebizsolutions.com/job-applicant-privacy-policy/ and consented to us using the personal data you shared for the purpose stated in the said policy.”