IT Technical Support Specialist providing tech support for Varicent's global workforce. Supporting endpoint devices, collaboration tools, and employee technology experience.
About the role
- IT Applications Support Analyst providing tier 1 support to SAP application users. Hybrid role based in Radnor, PA or Montreal, QC working in a customer-centric environment.
Responsibilities
- Provide professional first-level support to 12K+ Airgas internal customers via email and phone during normal hours of operation
- Resolve technical SAP issues (such as front-counter transaction failures, printing, and credit card processing) by analyzing the specific business impact on customer-facing operations
- Log and document all inquiries in the ticketing system (iSupport), aiming for first-contact resolution
- When escalation is necessary, provide comprehensive technical and business details to Level 2 teams to ensure seamless handoff
- Manage user access, including onboarding new hires, status changes, terminations and troubleshooting access-related issues
- Collaborate with the SAP Service Desk team, SAP How To Team, Central Help Desk to share knowledge, seek assistance and assist team members
- Proactively identify potential major incidents and highlight them
- Contribute to the team's knowledge base and standard operating procedures (SOPs) to reduce recurrent issues and improve first-contact resolution rates
- Maintain and update standard operating processes and procedures
Requirements
- Fluent in French and English
- Bachelor’s degree in management information systems, computer science, and/or business, or equivalent work experience
- 5+ years of work experience in a first level IT Support role
- Experience working with SAP S4 HANA version 2022
- Familiarity with any of the SAP modules (SD, FICO, MM, IM, PP, WMS, PM)
- Experience working with SAP GRC 12.0
- Experience working in a ticketing system (iSupport, ServiceNow or similar)
- Experience in relevant Google Applications, including Docs, Sheets and Gmail
- Excellent customer service skills with the ability to connect, consult and complete interactions with internal customers via phone and email in a courteous and professional manner
- Excellent oral and written communication skills with the ability to understand and document business issues
- Demonstrate effective problem-solving by analyzing the business context and exploring solutions within the team before escalating
- Ability to work in a fast paced environment
- Ability to work between M-F 7 am - 7 pm EST (typical shift is 8 hours but hours may vary) and during non-business hours for emergency issues only
Benefits
- medical, dental, and vision plans
- short-term and long-term disability
- life and accidental death and dismemberment (AD&D) insurance
- Employee Assistance Program (EAP)
- pre-tax commuter transportation benefit
- parental leave
- vacation
- sick time
- floating holidays
- jury duty and funeral/bereavement leave
- paid holidays for all eligible full-time employees
- 401k plan with company matching funds
- tuition reimbursement
- discounted college tuition for eligible employees’ dependents
- Airgas Scholarship Program for dependent children
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