L1 Support Engineer - Part-Time

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