L1 Support Engineer (Enterprise Applications)

Role Overview

We are seeking proactive and customer-focused L1 Support Engineers to provide first-line operational support across multiple enterprise applications. You will be responsible for handling user requests, managing incidents, ensuring SLA compliance, and coordinating with technical teams to deliver excellent support services.

Key Responsibilities

• Provide first-line operational support for enterprise applications.
• Monitor shared support mailboxes and respond promptly to user requests.
• Log, track, and manage incidents and service requests through to resolution.
• Categorise and prioritise issues based on business impact and urgency.
• Perform first-level troubleshooting and resolve common application issues.
• Escalate complex technical issues to L2/Application Support teams when required.
• Coordinate with L2 engineers to ensure timely resolution of escalated issues.
• Communicate clearly with end users regarding issue status, resolution timelines, and workarounds.
• Ensure all incidents and service requests meet agreed SLA targets.
• Maintain support documentation, operational runbooks, and knowledge base articles.
• Support recurring governance, compliance, and operational activities.
• Participate in continuous service improvement initiatives.
• Manage multiple support requests while maintaining high service quality.

Enterprise Platforms Supported

• Salesforce Sales Cloud (SFSC)
• Salesforce Marketing Cloud (SFMC)
• Workato
• UiPath RPA
• Workday / Cumulus
• Tableau
• Slack

Required Skills & Experience

• Minimum 3 years of experience in IT Helpdesk, Application Support, L1/L2 Support, or Production Support.
• Hands-on experience supporting one or more of the following platforms:Salesforce Sales Cloud (SFSC)Salesforce Marketing Cloud (SFMC)WorkatoUiPathWorkday / CumulusTableauSlack
• Experience using ITSM or ticketing tools such as ServiceNow, Jira, Remedy, Zendesk, or equivalent.
• Good understanding of incident management, service request management, and SLA-driven support.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritise work effectively in a fast-paced environment.
• Strong customer service orientation and stakeholder management skills.
• Ability to work independently and collaboratively within a team.

Preferred Skills

• Knowledge of ITIL processes and best practices.
• Experience supporting enterprise SaaS applications.
• Experience maintaining support documentation and knowledge bases.
• Exposure to multi-platform enterprise support environments.

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