Support Engineer

Short Description

SAP is hiring a Support Engineer who can Monitor and address all escalations from your Platinum customers to yourself or the escalation email group.

Job Description

PRINCIPAL DUTIES AND RESPONSIBILITIES
  • Monitor and address all escalations from your Platinum customers to yourself or the escalation email group(s) 
  • Aim to provide a consistent level of mentoring and resolution assistance to the Service Desk team  
  • Action escalation requests according to time zone priority 
  • Update the Customer Success Manager on a weekly basis Work with the Customer Success Manager to identify any training needs that may become apparent for the Priority team analysts in Service Desk 
  • Research and document issues at a much deeper level than basic resolution and providing detailed data on the issue and its resolution-to both customers and sales teams 
 
  • Address any warm issues that have the potential to turn into hot escalations with high visibility 
  • One-on-one mentoring and/or technical knowledge transfer to the Service Desk team will be required on an on-going basis  
  • Use SLA timescales to assess overdue tickets and to work with the Service Desk team to resolve or to resolve yourself where urgency is needed  
  • Report on tickets worked on a daily basis to the Customer Success Manager using a simple format and highlighting areas that need further attention  
  • Always keep sales execs and customers up to date for owned tickets  
  • Covering secondary Platinum accounts for colleagues during their absence Assist with drafting incident reports following any high-profile outage or customer impacting error

JOB QUALIFICATIONS
  • MSc/MBA in IT related discipline and equivalent technical and customer relationship experience
  • A minimum of 3 years of experience in a technical support position preferably with a telecom-related company   
  • Proficiency with PC workstations, basic software, and applications
  • Intermediate knowledge of telecommunications, networking, and Internet Protocol essentials 
  • Solid knowledge of network access, server functionality & troubleshooting
  • The user experience of Windows and Linux Operating Systems 
  • Working knowledge of mobile devices and web protocols (SMPP, HTTP, etc) 
  • Working knowledge of SQL 
  • Experience with UNIX/Linux command line interface (shell) 
  • You will have excellent (English language) communication skills written and spoken  
  • Self-motivated individual; able to work independently
  • Proven ability to meet tight deadlines and take on multiple assignments 
  • Exposure to Self Service portals an advantage
  • Exposure to SAP CRM or a customer support ticketing system an advantage
  • Exposure to business intelligence / big data reporting tools (e.g. Business Objects)  ITIL foundation certification an advantage

WHAT YOU GET FROM US
Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you're searching for a company that's dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment -apply now.

Support Engineer
Mid-Senior-level Technology | Information Technology | Information Full-time Other | Information Technology | Engineering Data Engineer | Software Engineer
As a market leader in enterprise application software, SAP (NYSE: SAP) helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile devices, SAP empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition. SAP applications and services enable more than 296,000 customers in 190 countries to operate profitably, adapt continuously, and grow sustainably.