L1 Support Engineer

Job Overview

As an L1 Support Engineer at PT. Guna Coalindo based in Singapore, you will be responsible for delivering first-level support for enterprise platforms by managing user inquiries, incidents, and service requests promptly and effectively through ITSM ticketing systems. Your role involves ensuring SLA adherence while logging, prioritizing, and addressing issues or escalating them when necessary.

Key Responsibilities

• Monitor shared support mailboxes and provide timely acknowledgement and responses to support requests.
• Handle initial troubleshooting, issue triage, and root cause analysis to resolve problems or escalate more complex cases to L2 or Application Managed Services teams.
• Coordinate with technical teams to facilitate seamless handovers and track incident resolution progress.
• Keep users updated with incident status, expected resolution timeframes, and alternative solutions as needed.
• Maintain detailed support documentation, including knowledge bases, SOPs, and operational runbooks.
• Support routine platform administration, conduct operational checks, and ensure compliance activities to maximize platform availability.
• Collaborate with cross-functional teams to optimize support processes and enhance the overall user experience.

Qualifications and Requirements

• Possess a Diploma or Bachelor's Degree in Information Technology, Computer Science, or closely related fields.
• Have between one to three years of experience in IT Helpdesk, Application Support, Service Desk, or L1/L2 Operations roles.
• Practical experience supporting enterprise platforms like Salesforce, Workato, UiPath, Workday, Tableau, or Slack is essential.
• Minimum qualification: Diploma (D3) with prior operational experience.
• Age and minimum GPA requirements are not specified.

Additional Information

• This position is based onsite in Singapore.
• Applicants should be staff level with relevant experience.