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Support Engineer Job

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Date: Aug 14, 2019

City: Bangalore, KA, IN

Company: SAP

 

Requisition ID:218201
Work Area: Customer Service and Support
Expected Travel: 0 - 10%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T2

Hiring Manager: Michael Francis-MacRae 

Recruiter Name: Vinodhini Krishnaraj

 

 

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.

 

Technical Support Engineer (TSE)

Job Career Level              Specialist (T2-2)

Support Engineer Cloud Support (30002642)

 

 Key Areas of Responsibility and Tasks

 

We are currently seeking a Support Engineer to provide back end/technical support for all users of the SAP Fieldglass application, our proprietary services procurement application. The successful candidate must have working experience creating and editing SQL, preferably T-SQL, on a day to day basis to resolve issues.  The ideal candidate must also have exceptional analytical, critical thinking, and troubleshooting skills.

Responsibilities, success factors and competencies can include the following, but may be customized due to regional or business need.

 

Key Responsibilities:

•            Providing exceptional support to internal teams regarding any system issues that have been escalated to the Technical Support Engineering Team in accordance to Service Level Agreements

•            Collect, analyze and work to provide solutions for projects, client/partner initiatives, day to day issues and other related responsibilities

•            Properly document results of analysis and obtain internal team and external clients/partners’ sign-off on solutions and/or processes

•            Serve as a liaison between various internal teams such as Development, QA, DBA’s and Professional Services

•            Become an expert in all facets of the SAP Fieldglass’ proprietary services procurement application

•            Participate in special projects and teams when required as well as take part in meetings with clients’ technical personnel as required

•            Communicate complex issues both at a technical and non-technical level to different audiences

•            Have the foresight to identify best solutions for specific situations and contribute ideas to enhancing the SAP Fieldglass application based on both internal and client needs

•            Contribute in creating documentation for both internal and external use

•            Demonstrate ability to be productive with minimal supervision, have focus on service and the foresight to understand future impacts current changes may have on the SAP Fieldglass application and/or client’s business processes

•            Participate in weekend support activities and extended coverage if required

 

We are looking for:

•            BA/BS in Business, MIS, Computer Science or equivalent industry work experience

•            3+ years of relevant work experience demonstrating a high level of knowledge of SQL scripting, preferably TSQL, ad-hoc reporting, proven troubleshooting skills and the ability to work with minimal supervision

•            Proficiency with MS Excel, Access, Word and PowerPoint is required, and knowledge of Java code would be highly advantageous

•            Client facing experience a plus

•            Relevant Staffing Industry knowledge/experience would be helpful

•            Must show strong analytical skills and can translate business requirements into technical solutions

•            Outstanding interpersonal & communication skills as this role requires close collaboration across various business levels & technical teams

•            Candidates must have the ability to react to customer needs and requests, through issue tracking by clearly setting priorities quickly, adjusting to client driven changes, firmly commit to tasks and meeting deadlines

•            Must show an ability to apply problem-solving techniques to application, environment, and to data issues

•            Results-oriented, self-motivated, and organized while demonstrating the ability to balance multiple priorities simultaneously.

•            Solid work ethic and dedication to producing high quality accurate work

 

Competencies & Skills

 SAP Competencies

As we move to becoming THE Cloud Company, the skills and competencies needed to achieve our strategic objectives require new learning and thought leadership.  Our competencies are evolving, and associated learning needs to be more relevant to our employee’s needs. The competencies below have been updated to reflect more current learning content.

 (1-Basic, 2-Proficient, 3-Advanced, 4-Expert)

 Level (1-4)

 

SAP Standard Core Competencies           

  • Customer Focus               2
  • Business Acumen            1
  • Innovative Thinking 2

 

SAP Standard Employee Competencies 

  • Challenge Complexity 1
  • Change Agility 1
  • Communication 2
  • Intercultural Sensitivity 1
  • IT Principles & Data Security 1
  • Quality Focus 2
  • Results-Driven 2
  • Self-Development 2
  • Teamwork & Collaboration 2

             

Job Specific Competencies and Skills

Customer Care

  • Ability to manage Customer Solutions 2
  • Client Understanding & Acceptance 2
  • Business Component Know-How 2
  • Business Process Analysis 2
  • Case Management Skills             
  • Time Management 2
  • Priority Setting 2

 

Service & Support          

  • Troubleshooting tools & techniques 2
  • Critical Problem Solving 2
  • Process knowledge in Incident handling 2
  • Conceptual Thinking 2
  • Cloud Know-How for Customer 1
  • ITIL 1

Technical Skills 

  • T-SQL / SQL Server 2
  • Javascript 1
  • Object Oriented Programming Language (preferably Java) 1
  • System Performance 1
  • Integration Knowledge 1

 

Communications           

  • Build Rapport & Credibility 2
  • Adapting content to audience 2
  • Generic Skills    
  • Mentoring 1
  • Presentation Skills 1

 

  Work Experience

  • 3+ years of relevant work experience demonstrating:
  • A solid knowledge of SQL scripting, preferably TSQL
  • Ad-hoc reporting
  • Proven troubleshooting skills
  • Ability to work with minimal supervision

Education

  • BA/BS in Business, MIS, Computer Science or equivalent industry work experience

 

 

 

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.

SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

Successful candidates might be required to undergo a background verification with an external vendor.

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