L1 IT Support Engineer - Helpdesk & SLA Champion

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 42,000 - 72,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD is seeking an IT Helpdesk professional to monitor mailboxes, manage user requests, and ensure SLA compliance. You will triage incidents, coordinate with technical teams, and communicate status to end users.

The role requires experience in IT helpdesk or application support (L1/L2) and strong stakeholder management. Familiarity with Salesforce CRM, Marketing Cloud, Workato, UiPath, Tableau, Slack, ServiceNow and Jira is highly desirable.

Qualifications

• Experience in IT Helpdesk or application support (L1/L2).
• Familiarity with Salesforce CRM, Marketing Cloud, Workato, UiPath, Tableau, Slack.
• Strong communication and stakeholder management skills.

Responsibilities

• Monitor and manage support mailboxes and user requests.
• Log, track and manage support tickets to ensure SLA compliance.
• Triage incidents and elevate complex issues to the L2/AMS team.
• Coordinate with technical teams to ensure timely issue resolution.
• Communicate with end users on issue status and resolution timelines.
• Maintain support documentation, runbooks and knowledge base articles.
• Support recurring governance and compliance activities.

Skills

IT Helpdesk

L1/L2 support

Stakeholder mgmt

Tools

Salesforce CRM

Salesforce Marketing Cloud

Workato

UiPath

Tableau

Slack

ServiceNow

Jira

Job description

RAPSYS TECHNOLOGIES PTE LTD is seeking an IT Helpdesk professional to monitor mailboxes, manage user requests, and ensure SLA compliance. You will triage incidents, coordinate with technical teams, and communicate status to end users.

The role requires experience in IT helpdesk or application support (L1/L2) and strong stakeholder management. Familiarity with Salesforce CRM, Marketing Cloud, Workato, UiPath, Tableau, Slack, ServiceNow and Jira is highly desirable.