ERP Support engineer L1

Systems Plus is hiring for ERP Support engineer L1

Location - Remote (Initial 2-3 months training at Pune office)

1 to 3 years of total experience, including hands-on exposure to ERP support, job monitoring, SQL, and basic troubleshooting, preferably in a retail environment.

• Provide offshore Level 1 support for incidents, alerts, and requests involving configuration, execution of scripts, password resets, access management, and running queries.
• Understand business processes, impact, and severity of reported issues to prioritize and resolve tickets effectively.
• Monitor and acknowledge incidents and alerts, ensuring timely responses as per SLA.
• Escalate complex or unresolved issues to Level 2 or Level 3 with detailed documentation of actions taken.
• Ensure accurate and timely updates to all stakeholders, including business users and IT teams.
• Collaborate with IT teams (Retail, EDI, BI, etc.) and vendors to ensure resolution of aged tickets.
• Follow defined escalation protocols for Priority 1/Emergency tickets during and outside support hours.
• Assist with SQL queries, job monitoring, and incident logging to ensure accurate issue resolution.
• Maintain knowledge of the AS400 system for monitoring jobs and addressing basic-level tasks.
• Document incidents and resolutions in the shared repository to contribute to the knowledgebase.
• Participate in knowledge transfer and cross-training sessions to enhance service delivery.
• Support operational coverage between 1:30 AM and 10:00 PM IST on a rotational basis.
• Provide courteous and professional assistance to end users, maintaining a high level of customer satisfaction.
• Work collaboratively to understand and support retail-specific operations and requirements.
• Familiarity with ITIL processes for incident and escalation management.
• Knowledge of ERP systems (Aurora experience preferred).
• Excellent communication skills (both verbal and written)
• Strong documentation skills using tools like Word, Excel, or knowledgebase platforms.
• Retail experience preferred or ability to quickly adapt to retail processes and priorities.