L1 Support Engineer

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