Support Associate Job

SAP

Full time

Montreal, QC, Canada

Sep 19

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.


PURPOSE AND OBJECTIVES

SAP Canada Inc. seeks a Support Associate at our Montreal, Quebec location to work in our Support and Operation Service teams. Our organization provide ongoing monitoring and first-hand support to our SAP Customer Experience customers across the globe. We share a ‘customer first’ attitude and care for business continuity of our customers running mission critical business processes utilizing our Cloud Solutions.

 

EXPECTATIONS AND TASKS

As a Support Associate your primary responsibilities will be to

•   Provide operational support for SAP Customer Experience customers via phone, chat and tickets. 

•   Monitor system availability and Independently troubleshoot, resolve, validate and documentation of known error recommended action

•   Resolve known errors by means of SAP Notes, Knowledge Base Articles, solved customer incidents, documentation,

•   Provide timely and effective resolution to support requests based on internal and external service level agreements (SLA)

•   Achieve a high level of customer satisfaction through individual case work

•   Participate in weekend support activities as needed

•   Provide extended shift coverage when required

•   On call availability when required

•   Learn new technologies and keep up to date with latest developments in the industry 

If you are interested in software engineering based on cutting-edge technology, you will find an inspiring and professional environment for your learning and growth. We emphasize teamwork and a trust-based working model. Collaboration with other teams in an international environment will be a regular part of your work.

 

Requirements: 

Good Knowledge in at least one of the following areas and basic knowledge in the other areas preferred:

•   Application deployment and software lifecycle management

•   Azure platform fundamentals knowledge

•   Experienced in usage of tools like Zabbix, Splunk, F5, Rundeck, Dynatrace.

•   High availability, scalability, elasticity, agility, fault tolerance, and disaster recovery

•   Compute such as Virtual Machines, Virtual Machine Scale Sets, App Service Functions, Azure Container Instances (ACI) and Azure Kubernetes Service (AKS)

•   Networking such as Virtual Network, Load Balancer, VPN Gateway, Application Gateway and Content Delivery Network

•   Databases such as Cosmos DB, Azure SQL Database, Azure Database for MySQL, Azure Database for PostgreSQL, Azure Database Migration service

 

Experience with any of the following is considered an advantage:

•   Experience with Docker, Kubernetes cluster and POD’s

•   Active directory configurations and user management

•   Storage such as Blob Storage, Disk Storage, File Storage, and Archive Storage

•   Experience with Jenkins and Git

 

WORK EXPERIENCE

•   0 to 2 years of experience in the areas of software support, operations and/or development including internship experience. 

 

EDUCATION AND QUALIFICATIONS/SKILLS AND COMPETENCIES

•   Degree in computer science or engineering mandatory

•   Affinity to quickly analyze and solve problems 

•   Strong team player passionate about his/her work who learns and adapts quickly

•   Excellent analytical skills

•   Excellent communication skills - precise, based on facts

•   Fluency in English

•   Ideal candidates will be able to work in international, virtual teams and have a desire to continually develop SAP solution core skills and business knowledge.

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BUT ET OBJECTIFS

SAP Canada Inc. recherche un Associé de support pour travailler sur notre site de Montréal (au Québec), au sein de nos équipes Service de support et d’exploitation. Notre organisation assure un suivi continu et un support direct aux clients de SAP Customer Experience répartis dans le monde entier. Nous suivons une approche donnant la priorité à la clientèle et tâchons de garantir la continuité de l’activité de nos clients exploitant des processus de gestion stratégiques par le biais de nos solutions Cloud.

 

ATTENTES ET TÂCHES

Au poste d’Associé de support, vos principales tâches seront les suivantes:

•   Fournir un support opérationnel aux clients de SAP Customer Experience, par téléphone, par messagerie instantanée ou via les messages d’incident. 

•   Assurer le suivi de la disponibilité du système, dépanner et résoudre les problèmes en toute autonomie, ainsi que valider et documenter les actions recommandées pour les erreurs connues

•   Résoudre les erreurs connues en se référant aux notes SAP, aux articles de la Base de connaissances, aux incidents client résolus et à d’autres documents

•   Répondre aux demandes de support en temps opportun et de façon efficace, conformément aux accords sur le niveau de service (ANS) internes et externes

•   Atteindre un haut niveau de satisfaction client grâce à un traitement au cas par cas

•   Prendre part à des activités de support pendant la fin de semaine si nécessaire

•   Élargir son quart de travail en cas de besoin

•   Être d'astreinte en cas de besoin

•   Apprendre des nouvelles technologies et rester au fait des derniers développements dans le secteur 

Si vous vous intéressez au génie logiciel reposant sur des technologies de pointe, vous trouverez chez nous un environnement motivant et professionnel propice à votre apprentissage et à votre évolution. Nous mettons à l’honneur le travail d’équipe et prônons un modèle professionnel basé sur la confiance. Vous collaborerez avec d’autres équipes dans un environnement international dans le cadre de vos tâches quotidiennes.


Exigences: 

Bonnes connaissances exigées dans au moins un des domaines suivants et connaissances de base souhaitées dans les autres domaines:

•   Déploiement d’applications et gestion du cycle de vie des logiciels

•   Notions fondamentales sur la plateforme Azure

•   Expérience avérée dans l’utilisation d’outils tels que Zabbix, Splunk, F5, Rundeck, Dynatrace

•   Haute disponibilité, évolutivité, élasticité, agilité, tolérance aux pannes et récupération après sinistre

•   Solutions de calcul telles que les machines virtuelles, les groupes identiques de machines virtuelles, Azure App Service, Azure Functions, Azure Container Instances (ACI) et Azure Kubernetes Service (AKS)

•   Solutions de réseautage telles que le réseau virtuel, Load Balancer, la passerelle VPN, Application Gateway et Content Delivery Network

•   Bases de données telles que Cosmos DB, Azure SQL Database, Azure Database pour MySQL, Azure Database pour PostgreSQL, Azure Database Migration Service

 

Sera considérée comme un atout toute expérience dans l’un des domaines suivants:

•   Clusters Docker/Kubernetes et pods

•   Configurations Active Directory et gestion des utilisateurs

•   Stockage tels que stockage Blob, stockage sur disque, stockage fichier et stockage archive

•   Jenkins et Git

 

EXPÉRIENCE PROFESSIONNELLE

•   0 à 2 ans d’expérience dans les domaines du support logiciel, de l’exploitation et/ou du développement, y compris en tant que stagiaire 

 

FORMATION ET QUALIFICATIONS/CONNAISSANCES ET COMPÉTENCES

•   Diplôme universitaire en informatique ou ingénierie obligatoire

•   Volonté d’analyser et de résoudre rapidement des problèmes 

•   Passionné par son travail, disposant d’un fort esprit d’équipe et apte à apprendre et s’adapter rapidement

•   Excellentes compétences analytiques

•   Excellentes capacités de communication (informations précises et basées sur des faits)

•   Anglais courant

•   Les candidats idéals pour ce poste seront capables de travailler au sein d’équipes virtuelles internationales et désireux de développer en permanence leurs connaissances métier et compétences fondamentales propres aux solutions SAP.

 

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

SAP'S DIVERSITY COMMITMENT

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.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: Careers.NorthAmerica@sap.com or Careers.LatinAmerica@sap.com, APJ: Careers.APJ@sap.com, EMEA: Careers@sap.com).

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

Additional Locations


Job Segment: ERP, Engineer, Consulting, Intern, SAP, Technology, Engineering, Entry Level

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