Cloud Support Engineer- Sun-Thurs Shift

Employer
Sap
Location
Galway
Salary
Negotiable
Closing date
28 Oct 2020

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Sector
IT
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COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That's why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it's the best-run businesses that make the world run better and improve people's lives.

 

PURPOSE AND OBJECTIVES:
The Innovative Business Solutions Engineering team enhances cloud-based products by designing and developing additional functionality on request. We work with a wide range of SAP cloud-based solutions, including SAP Sales Cloud, SAP Business byDesign, SAP Cloud Platform, SAP Commerce Cloud, SuccessFactors and mobile solutions. Our integration experts take care of all types of system integrations, Cloud to On Premise or Cloud to Cloud independent whether it is a 3rd Party or SAP system. Additionally, we provide an expert support service to enable partners to deliver high quality products to their customers. The 1st level support engineer will act primarily as first point of contact for our customers and their custom applications projects and products. Support is done via telephone, email and support tickets via our Support Portal, so superior written and verbal communication is essential. Support includes system monitoring and troubleshooting for a wide range of applications, working with other SAP teams to ensure world-class service. In addition, the position requires to also act as support for management on a variety of projects, including reporting, training, mentoring, and coaching. This role is expected to be self-motivated, proactive and demonstrate a passion for continuous learning and innovation.

 

EXPECTATIONS AND TASKS:

Cloud Operations and Support:
Monitor Support Queues and resolve known errors by means of SAP Notes, Knowledge Base Articles, survival guides, solved customer incidents, documentation, WIKI or verifying customised entries or hardware parameters
Monitor different systems to follow up availability and message exchange accuracy
-Obtain detailed and accurate information relating to how reproduce the issue, open questions and business impact utilising effective questioning/troubleshooting techniques
-Forward incidents to next level if incident cannot get solved
-Achieve a high level of customer satisfaction through individual case work
-Display superior customer service when providing inbound and outbound (phone, email, incident) application/functional support and resolution to customers (external and internal)
-Escalate on time and good quality - keep incidents aged days to a minimum and following up with other team members the status of open incidents
-KPI adherence
-Participate in weekend support activities
-Involvement in incident reduction tasks like creation of Knowledge Base Articles, wiki update and notes
-Willingness to fulfil different personas as required by the business
-Training, mentoring of new hires and knowledge sharing within the support team and the development team (lessons learned)
-Assist with high-level customer escalations when needed
-Collaborate with teams in different support hubs to deliver 24x7 support across the globe
-Report to support lead status of all current incidents in your responsibility

 

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES:
-Bachelor's Degree or equivalent in Information Technology, Computer Science, Business Information Systems or professional experience in the area of technical support.
-Technical inquisitive nature with advanced analytical and diagnostic skills
-Excellent customer focus and communication skills, both oral and written
-Strong team player and comfortable working on own initiative
-Ability to communicate technical ideas, designs, and specifications effectively
-Passionate about learning new concepts and technologies
-Knowledge of web technologies and programming languages beneficial
-Understanding in reading error log files
-Ability to multi-task and perform effectively under pressure, working virtually with internal teams and customers
-Availability to work on weekends and public holidays
 

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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