- Singapore
PT. Guna Coalindo Hiring! Full Time L1 Support Engineer in - Ricebowl
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Job Description
Responsibilities
DESKRIPSI PEKERJAAN
Provide first-line support for enterprise platforms by responding to user enquiries, incidents, and service requests. Monitor shared support mailboxes and ensure timely acknowledgement and resolution of support requests. Log, track, prioritise, and manage incidents and service requests through the ITSM ticketing system, ensuring SLA compliance. Perform initial troubleshooting, issue triage, and root cause identification before escalating complex issues to L2/Application Managed Services (AMS) teams where required. Coordinate with technical teams to ensure smooth handover, follow-up, and closure of escalated incidents. Keep users informed on incident progress, expected resolution timelines, and available workarounds. Maintain accurate support documentation, knowledge base articles, standard operating procedures (SOPs), and operational runbooks. Support routine platform administration, operational checks, and governance activities to ensure platform availability and compliance. Work closely with cross-functional teams to continuously improve support processes and enhance user experience.
REQUIREMENT
Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline. At least 1-3 years of experience in IT Helpdesk, Application Support, Service Desk, or L1/L2 Operations Support. Hands-on experience supporting one or more enterprise platforms such as Salesforce, Workato, UiPath, Workday, Tableau, or Slack.
DETAIL LOWONGAN
Provide first-line support for enterprise platforms by responding to user enquiries, incidents, and service requests. Monitor shared support mailboxes and ensure timely acknowledgement and resolution of support requests. Log, track, prioritise, and manage incidents and service requests through the ITSM ticketing system, ensuring SLA compliance. Perform initial troubleshooting, issue triage, and root cause identification before escalating complex issues to L2/Application Managed Services (AMS) teams where required. Coordinate with technical teams to ensure smooth handover, follow-up, and closure of escalated incidents. Keep users informed on incident progress, expected resolution timelines, and available workarounds. Maintain accurate support documentation, knowledge base articles, standard operating procedures (SOPs), and operational runbooks. Support routine platform administration, operational checks, and governance activities to ensure platform availability and compliance. Work closely with cross-functional teams to continuously improve support processes and enhance user experience.
REQUIREMENT
Diploma or Bachelor's Degree in Information Technology, Computer Science, or a related discipline. At least 1-3 years of experience in IT Helpdesk, Application Support, Service Desk, or L1/L2 Operations Support. Hands-on experience supporting one or more enterprise platforms such as Salesforce, Workato, UiPath, Workday, Tableau, or Slack.
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
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