IT Enduser Support Associate - Infrastructure Support & Applications
Bengaluru, Karnataka
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Purpose and Objectives

Provision of general end user support to users workspace equipment (local)

Provide stable 24 x7 IT environment to the end user community.
Incident management for issues that can´t be handled by 1st level support
SLA Adherence
Effective IT direct ticket handling and dispatch
Customer Service Excellence
Problem Management Input
Monitoring Tools like IT direct, Chats, and ACD/BCM Calls on daily basis.
Knowledge Management Input (Wiki, IT Workplace)
Provide support to end users over various remote platform.
Provide software support to end users (general applications)
Provide support to general workspace equipment (like Laptops, Mobile telephony, Printers, Network, Meeting Room Support, etc…)
Incident management in coordination with other support levels (1st , 2nd & 3rd Service teams)
Support end users with escalation of any support topics
Maintain IT resources available to comply with local business needs (may include events and training)
Main contact to work in coordination with the tech teams on specific problem solving (networking, OS, Server, etc.)
Flexible to work in shift and support the operation 24x7 around the clock.

Education Qualification:
Bachelor or Master Degree in Business Administration, Computer Science, Technical Engineering.

Min. of 6 years of experience in IT infrastructure and Application Support with multiple platforms in Global remote Support Operations with below specification:
Previous End User Global Support experience, on an user community >500 users
ITIL preferred
Support Approach should and must be customer centric.
Adapt new changes and Practices in Escalation handling
Understanding of business process within at least two application responsibly technology area.
Has contributed toward internal projects, striving to meet the support level index.
Soft Skills ability and demonstrated this in escalation handling.
Escalation and Outage handling
Should have enough in handling international customers and conference.

Professional Training & Certification:
Computing Skills in ASP, HTML, OS, IOS etc..

IT Lean framework,

ITIL , MSP Certification

MSCE , CCNA certification.


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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.

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

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