Tech Support L1

Tech Support L1

Arkansas City,United States

Contract

Skills

SAP

Support

Incident 

Role:-Tech Support L1

Location:-Arkansas City( Day 1 Onsite role)

Contract

Job Description

Key Tasks: 1) Incident Solving

¿ Resolve known errors by means of SAP Notes, Knowledge Base articles, info docs derived from solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters ¿ Perform root cause analysis and provide solutions ¿ Achieve a good level of customer satisfaction

¿ Attend e Learning Lessons, Remote Learning Sessions, Classroom Training and Coaching ¿ Share and document knowledge through creation of WIKI entries and Knowledge Base articles

Additional Tasks ¿ Participate in weekend support/ 24x7 support activities

Report errors to development organizations

Participate in Knowledge Management (WIKI content, Knowledge Base Articles)

Support Without Incidents ¿ participate in projects aimed at achieving the organizational vision.

Carry out new tasks as requested e.g. participate in Real time support (chat) in cooperation with an experienced support engineer. Behaviors:

Ownership ¿ Take ownership of the decisions you make.

Accountability

Be accountable for the actions you take.

Responsibility ¿ Take responsibility for the end results or outcomes.

EDUCATION ¿ University degree or College diploma program in Computer Science, Business and Technology, or related areas.

Equivalent professional experience will be considered.

SKILLS AND COMPETENCIES Required:

Excellent diagnostic and technical analysis skills

Ability to assess, plan and troubleshoot while collecting information about the customer issue.

Solid understanding of Internet technologies ¿ Familiarity with general business terms and processes

Excellent English communication skills (written and oral)