# L1 Support Engineer

**Company:** [Unison Group](http://jobs.workable.com/companies/deKpPhPMtQZga7XoPG1tSo.md)
**Location:** Singapore, Singapore
**Workplace:** on site
**Employment type:** Contract
**Department:** Manish

[Apply for this job](http://jobs.workable.com/view/bfbf4aa3-352b-4707-8928-26605183c952)

## Description

-   Monitor and manage support mailboxes, ensuring timely response and resolution of user requests
-   Log, track, and manage support tickets through to resolution, ensuring SLAs are met
-   Triage incoming issues, categorised by priority and platform, and escalate complex technical matters to the L2/AMS team as appropriate
-   Coordinate with L2 and technical teams to ensure smooth handover and follow-through on escalated issues
-   Communicate clearly with end users on issue status, resolution timelines, and workarounds
-   Maintain support documentation, runbooks, and knowledge base articles
-   Support recurring governance and compliance activities across platforms

## Requirements

-   Prior experience in IT helpdesk, application support, or L1/L2 operations roles
-   Hands-on familiarity with one or more of the following platforms: Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, or Slack
-   Familiarity with ticketing systems and ITSM practices (e.g. ServiceNow, Jira, or equivalent)
-   Strong communication skills for user-facing support and cross-team coordination
-   Ability to manage multiple platforms and prioritise time-sensitive requests independently