Overview
Reporting to the IT Applications Manager, the primary focus of the role is on closing 1st and 2nd line SAP B1 tickets from colleagues primarily in KOSEAI but will also support other time zones as time and needs dictate. Additionally, the role will also provide a range of 1st and 2nd line KOSEAI (Korea, southeast Asia & India) infrastructure related support. This is anticipated to be, on average, split as 70% applications (SAP B1) and 30% infrastructure support.
This role is part of our company-wide IT team, so will also contribute in supporting and delivering global IT initiatives and projects. Close collaboration with IT colleagues in HQ and KOSEAI will therefore be essential. The role will work within the IT team to develop company-wide standards and processes that meet or exceed internal customer expectations.
Duties and Responsibilities
- Fulfilment of Applications (primarily SAP B1) and Infrastructure service requests and incidents in a timely manner, particularly those relating to the KOSEAI team.
- Work closely with end-users, Business Analysts, and the wider Applications/Infrastructure teams to troubleshoot and resolve issues related to applications (SAP B1) and associated infrastructure.
- Contribute to the provision of Applications (SAP B1) global 1st line (triage) service desk support through recording, responding to and resolving Incidents and Service Requests whilst adhering to pre-defined service management processes and in accordance with departmental SLAs.
- Provide 2nd line application and supporting infrastructure support for core SAP B1 services (Sales, Service and Finance) in line with agreed service levels and working practices adhering to pre-defined processes and documenting suitable information (via shared Zendesk Knowledge Articles any fixes or root cause analysis).
- Escalating issues to 3rd line apps/infrastructure or external support as required and as directed by the apps/infra leads or managers.
- Setup of laptops, mobile phones, printers and other devices for new starters and colleagues. Creation of new application user accounts.
- Setting up new equipment and upgrading existing laptops/PCs.
- Liaise with Infrastructure vendors and other IT personnel for problem resolution.
- Troubleshoot system issues providing resolution to business application issues providing updates as and when required.
- Work as part of the IT global operations team, taking open issues from other countries
- Be flexible to address other incidents and requests from the global IT queue
- Maintain company data standards and identify and implement procedures in areas where improvement in control is required.
- Recommend localized equipment and infrastructure changes or upgrades as required
Essential Skills and Experience
- System Administration/Support experience in at least one of Field Service, ERP or CRM
- SQL.
- Understanding of general business practices, preferably within a Sales and/or Service/Field Service environment.
- Ability to resolve complex functional and configuration issues within SLAs.
- Ability work in fast paced environment and to tight deadlines.
- Ability to quickly troubleshoot and diagnose issues.
- Ability to clearly communicate technical information to non-technical staff.
- Ability to collaborate well working with different teams to manage and resolve issues.
- Ability to create and maintain clear and accurate system records and documentation.
- ITSM/ITIL Service desk experience.
- Basic knowledge of network configuration and setup
- General desktop/laptop support experience
- Knowledge and understanding of O365 and associated applications.
Desirable Skills and Experience
- SAP B1 ERP and/or SAP FSM (Core suite)
- Crystal Reports
- Zendesk
- Experience of business analytical tools and processes, including data analysis.
- Experience working in a matrixed organization/environment
- Excellent organisational skills, including the ability to manage multiple workstreams and initiatives