SAP L1 Technician

RESPONSIBILITIES:
Kforce's client is seeking a SAP L1 Technician.

Summary:
The SAP L1 Technician is an entry level engineering role, operating in region and responsible for providing a professional remote technical support service to clients by identifying and resolving technical incidents and problems. Through pre-emptive service incident and resolution activities, this role will restore service to clients by driving incidents to an effective resolution and ensuring all requests, process events and resolution incidents result in zero missed service level agreement (SLA) conditions.

Responsibilities:
* Maintains the support process and ensures that requests for support are handled according to the procedures
* Uses service assurance software and tools to investigate and diagnose problems, collects performance statistics and creates reports, working with users, other staff and suppliers as appropriate
* Identifies and resolves problems following agreed procedures
* Carries out agreed maintenance tasks
* Ensures usage of knowledge articles in incident diagnosis and resolution and assist with updating as and when required
* Performs defined tasks to monitor service delivery against service level agreements and maintains records of relevant information
* Analyses service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiates or reports these actions
* Prioritises and diagnoses incidents according to agreed procedures
* Investigates causes of incidents and seeks resolution
* Escalates unresolved incidents and follows up until incident is resolved
* Provides service recovery, following resolution of incidents

REQUIREMENTS:
* Ability to communicate and work across different cultures and social groups
* Ability to plan activities and projects well in advance and takes into account possible changing circumstances
* Ability to maintain a positive outlook at work
* Ability to work well in a pressurized environment
* Ability to work hard and put in longer hours when it is necessary
* Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
* Ability to adapt to changing circumstances
* Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
* Entry level knowledge of vendor technologies, such as (but not limited to) Cisco, EMC, Dell Avaya, etc.
* Entry level knowledge on management agent concepts, redundancy concepts and remote console architecture within supported technical domain

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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