SAP L1 Support Specialist

2 months ago

القاهرة, Egypt Envision Employment Solutions Full time

Envision Employment Solutions is currently looking for a SAP L1 Support Specialist for one of our partners, a global leader in the chemical industry field.
**Job Summary**:
The SAP L1 Support Specialist provides first-line support for SAP users, addressing and resolving initial technical issues and inquiries. This role involves troubleshooting, diagnosing, and escalating issues as necessary while ensuring high levels of user satisfaction and mínimal disruption to business operations. As part of the Shared Service Center (SSC), the specialist resolves L1 SAP tickets and escalates L2 tickets to the SAP Center of Excellence (CoE) as deemed necessary.

**Responsibilities**:

- Provide user support and guidance on SAP functionalities and best practices.
- Document and track incidents, ensuring timely resolution and updates to users.
- Resolve L1 SAP support tickets and escalate L2 issues to the SAP CoE.
- Perform routine system checks and basic maintenance tasks.
- Assist with user access management, including setting up and modifying user roles.
- Collaborate with other support team members to identify and implement improvements.
- Maintain and update support documentation and knowledge base.
- Ensure compliance with service level agreements (SLAs) and internal processes.
- Participate in training sessions to stay current with SAP updates and new features.
- Provide feedback on recurring issues to assist in the development of preventive measures.
- Support end-user training sessions and documentation as needed.
- Track and report on common issues to identify trends and areas for improvement.
- Assist in the testing of new SAP functionalities or updates.

**Requirements**:

- Bachelor’s degree in computer science, Information Technology, or related field. Master’s degree is a plus.
- Proven experience of 3+ years in SAP support, including hands-on experience with various SAP modules.
- Strong understanding of ITIL processes and best practices.
- Experience in a shared service center environment is preferred.
- Excellent written and verbal English language proficiency.
- Skills:

- Basic understanding of SAP modules and functionalities.
- Proficiency in troubleshooting and problem-solving.
- Effective communication skills, both verbal and written.
- Strong customer service orientation.
- Ability to manage multiple tasks and prioritize effectively.
- Familiarity with ticketing systems and incident management.

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