Recommend an appropriate course of action to resolve tickets or escalate accordingly
Ensure that tickets which cannot be resolved at this level are escalated to the next level in a timely manner, with all troubleshooting steps and information collected and documented
Act as first point of contact via phone/email/chat or walk-in support for end users, and documents each contact including troubleshooting/action taken in appropriate system, while ensuring and promoting the image of IT as a service provider
...
Strong knowledge of SAP BASIS administration
including system installation
configuration
upgrade
and migration. Solid understanding of SAP user administration
authorization management
and role configuration