L1 IT Support Engineer - Multiplatform & SLA-Driven

USER EXPERIENCE RESEARCHERS PTE. LTD.

Singapore

On-site

SGD 47,000 - 71,000

Full time

3 days ago

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Job summary

USER EXPERIENCE RESEARCHERS PTE. LTD. in Singapore is hiring an L1 Support Engineer to handle first-line IT helpdesk tasks, monitor support mailboxes, and resolve user requests across several enterprise platforms.

You will log and track tickets, triage by priority, escalate complex issues to L2 teams, coordinate handovers, and keep runbooks and knowledge base articles up to date. Strong communication and multi-platform multitasking are essential for success.

Qualifications

Prior IT helpdesk or application support experience.
Hands-on familiarity with Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, or Slack.
Familiarity with ITSM ticketing systems (e.g. ServiceNow, Jira).
Strong communication for user-facing support and cross-team coordination.
Ability to manage multiple platforms and prioritize time-sensitive requests independently.

Responsibilities

Monitor and manage support mailboxes with timely responses.
Log, track, and manage support tickets through resolution.
Triage issues by priority and platform; escalate complex matters to L2 teams as appropriate.
Coordinate with L2 and technical teams for handover and follow-through on escalated issues.
Communicate issue status and workarounds to end users.
Maintain support documentation, runbooks, and knowledge base articles.
Support recurring governance and compliance activities across platforms.
L1 Support Engineer will provide operational support across Salesforce CRM & Marketing Cloud, Workato, UiPath, Workday/Cumulus, Tableau, Slack.