The Systems Support Engineer is responsible for supporting and maintaining Rollover’s business systems to support revenue growth and operational efficiencies.
The role involves providing first-line support to users for our business systems applications – SAP Business One, 8x8 Contact Centre, Adobe Commerce, and Microsoft Power BI.
The engineer will manage communication between the Business Systems team and Pilgrims IT Shared Services to resolve user issues. They will proactively identify common themes and issues to address root causes.
Additionally, the role includes building a knowledge base of self-service articles to help users find answers to their queries.
What will you be doing?
1. Provide first-line support to user requests, including responding to calls and tickets, triaging based on impact and urgency, and escalating when necessary.
2. Assist users with our business systems, including SAP Business One, 8x8 Contact Centre, Adobe Commerce, and Microsoft Power BI reports.
3. Manage communication between the Business Systems team and users.
4. Identify common themes from user requests and relay this feedback to improve systems and services.
5. Maintain and improve the knowledge base and self-service articles.
6. Support testing of platforms/systems after updates and report results.
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