L1 Support Engineer

Role overview

This contract role is for an L1 Support Engineer based in Singapore. The position focuses on first-line operational support across business applications and platforms, with an emphasis on timely issue handling, user communication, documentation, and coordination with technical escalation teams.

Key responsibilities

• Oversee shared support inboxes and make sure user queries receive prompt attention and resolution.
• Record, monitor, and progress support tickets until closure while keeping service targets on track.
• Assess incoming incidents, sort them by urgency and platform, and route more complex technical cases to the L2/AMS team when needed.
• Work closely with L2 and other technical stakeholders to ensure escalated matters are handed over smoothly and followed through properly.
• Keep end users informed about issue progress, expected resolution timing, and any temporary workarounds.
• Update and maintain support runbooks, operational notes, and knowledge base content.
• Assist with recurring governance and compliance tasks across supported platforms.

Requirements

• Previous background in IT service desk, application support, or first-/second-line operations support.
• Practical experience with one or more of these platforms: Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, or Slack.
• Working knowledge of ticketing tools and IT service management processes such as ServiceNow, Jira, or similar systems.
• Clear written and verbal communication skills for direct user support and collaboration across teams.
• Ability to juggle multiple systems and handle urgent requests independently.

Additional information

This is an onsite contract position in Singapore, Singapore.