Systems Support Engineer, Systems Support Engineer

The Systems Support Engineer is responsible for supporting and maintaining Rollover’s business systems, to support revenue growth and operational efficiencies.

The role is responsible for providing first-line support to our users for our business systems applications - SAP Business One, 8x8 Contact Centre, Adobe Commerce and Microsoft Power BI.

The role will manage communication between the wider Business Systems team, Pilgrims IT Shared Services teams to resolve user issues. The role will be proactive in identifying common themes and issues so that we fix root causes.

The role will also be responsible for building a knowledge base of self-service articles to support users get answers to their queries.

What will you be doing?

• Provide first-line support to requests coming from users, including responding to incoming calls and tickets, triaging requests based on impact and urgency, escalating tickets to developers and/ or third-parties
• Provide assistance to our users for our business systems, including SAP Business One, 8x8 Contact Centre, Adobe Commerce, and Microsoft Power BI reports
• Managing the communication between the Business Systems and users
• Proactively identify common themes and issues from user requests and feed this back to the wider Business Systems team so that we are continuously improving our systems and services
• Maintain the improve the knowledge base and self-service solution articles
• Support testing of platforms/ systems following changes and report back results.
  
  

What do I need to have?

• Microsoft Teams/ Office proficiency
• IT ticket management
• SAP Business One
• Business process automation