Support Engineer

Employment Type:
Full Time
Sector:
Management and Executive Jobs
Job Role:
Customer Service Jobs
Area:
Quebec
Location:
Canada
Salary:
Competitive
Posted:
08-Dec-17
Recruiter:
Mobile Jobs
Job Ref:
AA00081217

In a support capacity, you will have the following key responsibilities:

Troubleshooting complex 2nd and 3rd level system problems reported by SAP partners via the web-based messaging system, and providing the best available solution or workaround within the agreed service levels
Correctly evaluating the impact of the reported issues on our client’s business
Liaising with Development Teams to identify bugs and missing product functionality
Documenting solutions to known issues and consulting questions
Moderating Product Discussion Forums
Participating in internal projects that drive Support Automation and Partner Enablement
Work Hours: shift schedule for business needs from 9:00 – 21:00 Eastern Standard Time

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Degree in Computer Science or IT (preferred) or equivalent work experience
Good understanding of the business process at small or medium business including
end-user knowledge of an ERP software solution
System Administration (Windows platforms, Citrix, WTS), Security and Networking
Database Management System Administration (SQL Server) and query language
Experience with Windows Server & Linux OS platforms and tools
Knowledge of database concepts such as SQL locks, deadlocks, indexing etc.
Cloud computing and networking knowledge and experience
Experience with troubleshooting database performance issues using tools such as profiler, DMVs
Troubleshooting experience of technical issues to diagnose issues and differentiate between product and non-product issues – identify OS issues
Aptitude and/or experience to deal with challenging support cases
Excellent problem solving & analytical ability
Strong customer focus & interpersonal skills
Fluency in English, Spanish an asset
Excellent communication skills (written and oral in all required languages)
Ability to work as part of a multi-cultural team

WORK EXPERIENCE

Minimum 2 years Product Support experience in a Multinational Company (preferred)
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 interested in applying for employment with SAP and 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). Requests for reasonable accommodation will be considered on a case-by-case basis.

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