Tanu Infotech Inc

Tanu Infotech Inc is a professional staffing and recruitment firm based out of Windsor, Connecticut, serving clients across North America in Information Technology and Engineering. Our unique recruitment framework ensures that each candidate we provide to our clients is reliable, professional, highly productive, and fully qualified.

Role Description

This is a contract role for an L2 Support position. As an L2 Support, you will be responsible for providing technical and customer support, troubleshooting issues, and effectively communicating solutions. This is an on-site role located in Kansas City, KS.

User Assistance: Assist end users by providing guidance, answering questions, and explaining SAP processes and functionalities. Help users navigate the system effectively

Incident Triage: Receive, Log and Prioritize incoming SAP Support ticket or incidents based on their urgency and impact on Business operations

Ticket Management: Log and Prioritize support tickets using serviceNow ticketing system. Ensure that incidents are assigned , tracked and resolved within defined SLAs

Documentation: Maintain accurate records of incidents including details of the problem and steps taken to resolve it. Update knowledge base articles and FAQs for future reference

Issue resolution: Troubleshoot and resolve common SAP-Related problems such as login issues, data entry errors and basic functionality problem athering to predefined procedures and knowledge base resources

Problem Management: Identify frequently occurring problems, conduct root cause analysis and assist in fixing the problem in coordination with the L2 and L3 teams

Communication: Communicate effectively with end-users, as well with higher level support teams and SAP Administrators to escalate complex issues when necessary

Basic Configuration: Execute routine system configuration and Updates, such as user account Management, password resets and simple data management tasks

Reporting: Report status and metrics on a regular basis to GE stakeholders in an approved format

• Testing: Support functional and user acceptance testing