L1 Application Support Engineer

Location: Pasir Panjang Job Type: Contract (Renewable basis) Key Responsibilities

• Provide first-level application support across multiple enterprise platforms.

• Monitor shared support mailboxes and respond promptly to user requests.

• Log, track, and manage incidents and service requests using ITSM ticketing tools while ensuring SLA compliance.

• Perform initial troubleshooting and triage of issues based on priority, impact, and platform.

• Escalate complex technical issues to the L2/Application Management Support (AMS) team and coordinate resolution through to closure.

• Communicate effectively with end users by providing timely updates, expected resolution timelines, and appropriate workarounds.

• Maintain support documentation, operational runbooks, and knowledge base articles.

• Support recurring governance, compliance, and operational activities across supported platforms.

Requirements

• Nitec, Diploma or Degree preferably in Engineering or Information Technology.

• Min. 1 year of experience in IT Helpdesk, Application Support, Service Desk, or L1/L2 Operations Support roles.

• Hands-on experience supporting one or more of the following platforms: Salesforce, Workato, UiPath, Workday/Cumulus, Tableau, Slack

• Familiarity with ITSM processes and ticketing tools such as ServiceNow, Jira, or equivalent.

• Strong analytical and troubleshooting skills with the ability to identify and prioritise issues effectively.

• Excellent communication and interpersonal skills with a customer-focused mindset.

• Ability to manage multiple priorities and work effectively in a fast-paced operational environment.

• A collaborative team player who is organised, detail-oriented, and committed to delivering high-quality support.

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