L1 Support Engineer

Tap Growth ai; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

Tap Growth ai in Singapore is seeking an experienced L1 Support Engineer to provide essential technical support and troubleshooting for clients. You will monitor inquiries, log tickets, and collaborate with the L2/AMS teams to resolve issues efficiently.

The role requires good communication and familiarity with ITSM tools and common platforms; office-based environment emphasizes customer satisfaction and governance of operations.

Qualifications

• IT helpdesk and application support experience.
• Familiarity with Salesforce CRM / Marketing Cloud, Workato, UiPath, Workday (Cumulus), Tableau, Slack.
• Experience with ITSM tools such as ServiceNow and Jira.
• Good 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 escalate 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

Application Support

L1/L2 Operations

Customer Communication

Tools

ServiceNow

Jira

Salesforce CRM

Slack

Workato

UiPath

Tableau

Workday (Cumulus)

Job description

We're Hiring: L1 Support Engineer!

Join our dynamic team as an L1 Support Engineer, where you will provide essential technical support and troubleshooting for our valued clients. With your hands-on expertise, you’ll play a key role in resolving issues efficiently and ensuring top-notch customer satisfaction.

Location: Singapore, Singapore
Work Mode: Work from Office
Role: L1 Support Engineer

Key Responsibilities:

• Monitor and managesupportmailboxes and user requests.
• Log, track and managesupporttickets to ensure SLA compliance.
• Triage incidents and upscale 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.
• Maintainsupportdocumentation, runbooks and knowledge base articles.
• Supportrecurring governance and compliance activities.

Preferred Skills & Experience:

• IT Helpdesk / ApplicationSupport/L1or L2 Operations experience.
• Familiarity with one or more of the following platforms:
• Salesforce CRM / Marketing Cloud
• Workato
• UiPath
• Workday (Cumulus)
• Tableau
• Slack
• Experience with ITSM tools such as ServiceNow, Jira or equivalent.
• Good communication and stakeholder management skills.