Job Description: Level 1 and 2 Support - Operational Profile

Job Title: Level 1 and 2 Support Technician

Job Summary: We are looking for a Level 1 and 2 Support Technician to join our team. The ideal candidate will be responsible for resolving technical incidents on our platform based on SAP BTP/Integration Suite and Informatica Cloud, providing efficient and high-quality support to our users.

Responsibilities:

• Monitoring of the System Status on a daily basis to be able to found incidents with the different integrations implemented
• Resolve level 1 and 2 technical incidents related to SAP BTP/Integration Suite and Informatica Cloud.
• Record and document all incidents and solutions in the ticket management system.
• Escalate complex issues to the level 3 support team when necessary. Provide technical support to end users through various channels (phone, email, chat).
• Follow up on incidents until their complete resolution.
• Participate in the creation and updating of support documentation.
• Use ServiceNow to manage and report incidents.
• Collaborate in creating incident resolution reports in ServiceNow.

Requirements:

• Technical degree or equivalent training in Computer Science or related field.
• Minimum of 3 years of experience in technical support.
• Deep knowledge of SAP BTP/Integration Suite and Informatica Cloud.
• Experience using ServiceNow for incident management.
• Good communication and support skills.
• Ability to work in a team and follow established procedures.
• Basic problem-solving and analytical skills.