L1 Support Engineer (Public Sector)

1-year contract, renewable Government project Responsibility Serve as the first-line operational support resource across a portfolio of enterprise platforms. 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 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