Support Engineer, SAP

Job Description

Position Summary

The role of the Support Engineer, is to provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. The position has the responsibility for researching, troubleshooting and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. The role of the Support Engineer, SAP requires the expertise and skills to diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly-configured environments.

Essential Duties and Responsibilities

Essential Duties and Responsibilities

• Solve complex customer issues using methodical troubleshooting based on expert knowledge of SAP applications functionality and technology
• Work closely with customers on a daily basis to understand their needs, support business change and deliver a consistently high quality customer experience
• Strong implementation experience of BASIS Administrator activity on SAP ECC 6.0 and higher
• Support client customizations, sharing experience and best practices advice
• Provide hands-on assistance using proprietary tools in a test environment or via remote client connectivity
• Be a pro-active contributor to a support organization which is running 24x7x365, this will require the ability to work flexible hours, including evenings, weekends and holidays and monitoring email regularly outside standard business hours
• Collaborate with team members in a virtual team environment to extend field experience to different client situations
• Contribute to the development and management of knowledge-sharing methodologies, diagnostic tools, and creative processes, to improve the client experience

Additional Duties and Responsibilities

• Other job related duties and responsibilities may be assigned from time to time

Qualifications / Skills / Experience

Location

• Hyderabad, India

Education

• Bachelor Degree in Computer Science or related field or equivalent experience.

Language

• Fluent English is mandatory, any other languages is a plus.

Experience

• 3 years relevant SAP experience particularly with BASIS Administrator
• 3 years direct support of application end-users in a Corporate environment on SAP

• Working knowledge of multiple databases (Oracle, MSQSL, MaxDB etc)

• Working knowledge of multiple operating systems (AIX, Linux, Windows etc)

• Deep working knowledge and understanding of supporting business processes

• Analytical, logical problem resolution skills

• SAP certification(s) preferred

• Knowledge of maintenance/patching mechanics and SAP architecture

• Knowledge of transport strategy for portal content utilizing CTS (Enhanced Change and Transport System) or other SAP transport tools for JAVA-based development including portal content, Dynpro content and KM content

• Demonstrable history solving complex problems across multiple modules

• Installation, Configuration and Administration of NWDI (NetWeaver Development Infrastructure) and NWDS (NetWeaver Development Studio)

• Knowledge about administering and managing SAP J2EE Web Application Server. Excellent knowledge of the tools: J2EE Visual Administration, Configtool, SDM, System Analyzer and other configuration tools in J2EE engine for portal components and applications

• Portal User Management Engine (UME) configuration with SAP R/3, LDAPs

• Single Sign-On Configuration between Portal and the SAP Systems

• Enabling SSL for Enterprise Portal and Knowledge Management & Collaboration

• Configuring cluster installations for load balancing

• Installation and configuration of Apache as the Reverse Proxy

• Knowledge in backup/recovery scheme for the portal

Skills

• Superb trouble-shooting skills and tenacity in problem solving
• Passionate focus on customer support and the ability to build long term, successful working relationships with Clients
• Strong knowledge of key application functionality, tables and relationships
• Deep knowledge of SAP customization/extension methodologies
• Excellent development skills using SAP toolset
• Excellent interpersonal, presentation and communication skills - verbal & written
• Attention to detail and the ability to learn quickly
• Extreme focus on Client satisfaction
• Demonstrated ability to work independently and as part of a team
• Ability to work calmly and professionally in high pressure situations
• The ability to work remotely from a home based office in a virtual environment.

Preferred Qualifications

• The best candidates will have extensive knowledge of multiple SAP modules across releases including proficiency with SAP product module/suite business processes, navigation mechanics, configuration requirements, integration with other modules and knowledge of underlying technology
• Knowledge of SAP Industry Solutions would be an advantage
• Knowledge of any Country Specific Solutions would be an advantage
• A consulting background, while not mandatory, would be useful
• Experience with localizations and global implementations would be an advantage

,

Keyskills :
high pressureenterprise portalsap architecturecustomer supportcomputer sciencereverse proxyproblem solvingoperating systemshigh pressure situationssap applicationsuser managementload balancinglansap eccweb applicationnetworkingswitchestro