L1 Support Engineer

RAPSYS TECHNOLOGIES PTE LTD; Singapore; On-site; SGD 36,000 - 54,000; Full time

Job summary

RAPSYS TECHNOLOGIES PTE LTD in Singapore is seeking an L1 Support Engineer to provide essential technical support, troubleshoot issues, and ensure high customer satisfaction.

The role involves monitoring mailboxes, logging tickets, and coordinating with IT teams to resolve incidents within SLA timelines, while maintaining runbooks and knowledge bases for ongoing governance and compliance.

Qualifications

• IT Helpdesk / Application Support / L1 or L2 Operations experience.
• Familiarity with Salesforce CRM / Marketing Cloud, Workato, UiPath, Workday, Tableau or Slack.
• Experience with ITSM tools such as ServiceNow, Jira or equivalent.
• Good communication and stakeholder management skills.

Responsibilities

• Monitor and managesupportmailboxes and user requests.
• Log, track and managesupporttickets 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.
• Maintainsupportdocumentation, runbooks and knowledge base articles.
• Supportrecurring governance and compliance activities.

Skills

IT Helpdesk / Application Support / L1

Stakeholder management

Communication skills

Tools

Salesforce CRM

Salesforce Marketing Cloud

Workato

UiPath

Workday

Tableau

Slack

ServiceNow

Jira

Job description

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.

Key Responsibilities:

• Monitor and managesupportmailboxes and user requests.
• Log, track and managesupporttickets 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.
• 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.