IT Solution Centre Support Engineer (SAP background)

Duties:

• Act as the Single Point of Contact (SPOC) for end users, delivering ITM Solution Centre services via phone, email, and remote support tools.
• Log, categorize, and prioritize all incidents and service requests in the ITSM system, ensuring compliance with ITIL/ITSM processes and agreed SLAs.
• Perform first-line investigation, diagnosis, and resolution of incidents; escalate unresolved issues to appropriate support teams within defined timelines.
• Provide timely communication to users on ticket status, ensuring transparency, proper follow-up, and high customer satisfaction.
• Deliver remote support for end-user computing (desktops, laptops, mobile devices), operating systems, and standard enterprise software.
• Troubleshoot hardware and software issues; arrange dispatch of field technicians when on-site support is required.
• Support only approved corporate hardware, software, and applications in accordance with company standards.
• Maintain accurate documentation of incidents, resolutions, and troubleshooting steps in the central knowledge repository.
• Identify recurring technical issues, initiate root cause analysis, and recommend long-term solutions and service improvements.
• Assist users in effectively utilizing IT services, tools, and systems through guidance and basic training.
• Support account management activities, including password resets, user provisioning, and mobile services.
• Handle service requests and incidents related to infrastructure, third-party connectivity, and business applications.

SAP Support Responsibilities

• Provide end-user support and functional guidance on SAP system modules and processes
• Troubleshoot and resolve SAP-related incidents efficiently, ensuring minimal business disruption
• Fulfill SAP service requests in line with defined procedures and SLAs
• Analyze recurring SAP issues and recommend system or process improvements
• Document SAP incidents, resolutions, and best practices for knowledge sharing
• Collaborate with cross-functional teams to maintain stable and efficient SAP operations
• Train internal staff on common SAP issues, requests, and usage best practices
• Perform additional tasks related to End-User Computing services as assigned by the line manager within the scope of responsibility.

Education:

• Bachelor’s Degree or higher in Engineering, Information Technology or related field.
• Knowledge:
• Possesses a general understanding of the business applications of Information Systems;
• Solid knowledge in First line SAP system support.
• Communicates well, both verbally and in writing, and has the skill to influence through persuasion in a formal context;
• Is familiar with IT hardware, software and operating procedures affecting own area of responsibility;
• Knowledge of Microsoft Windows Server platforms and associated services.
• Good knowledge of MS Active Directory and MS Exchange services is preferred;
• Intermediate level of English: writing and speaking.

Experience:

• Has minimum 2 years relevant experience in SAP Support role and in IT Service Delivery area in support role.

Certification:

• Preferred to have: ITIL Foundation