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Junior Technical Support Analyst (SAP Hybris)

Job Location: Sofia

Regional Description: Bulgaria

Job Number: 00688849


- Job description

Junior Technical Support Analyst (SAP Hybris)
The role is to provide a technical and non-technical support service as part of our Support Team to customers operating on systems and software, according to the agreed Service Level Agreements during published operating hours.

  • Record and respond to incidents and service requests from internal and external stakeholders
  • Assume ownership of reported incidents providing clear communication to internal and external stakeholders
  • Follow the defined current ITIL based departmental processes
  • Monitor and triage all incoming system, security and platform alerts
  • Perform initial diagnose and triaging of raised incidents
  • Diagnose the cause of the incidents through a structured process of investigation
  • Triage, diagnose, investigate, resolve and/or escalate tasks/incidents accordingly
  • Log and regularly update all relevant tickets/incidents and/or service requests and customer and third-party interactions
  • Proactively communicate with the customer via communication channels
  • Complete generic information and service requests
  • Create accounts for various system platforms
  • Escalate tickets and calls to 2nd or 3rd level of support when needed
  • Escalate/transfer tickets to on call engineers
  • Perform daily system checks
  • Perform daily, weekly, monthly reports
  • Carry out applications maintenance tasks
  • Create and maintain knowledge base articles and support documentation with known tasks/issues
  • Use application management software and tools to collect and performance statistics
  • Initiate the Change control process to implement agreed workarounds or resolution to incidents
Experience we look for:
  • Familiar with version control
  • Familiar with JIRA
  • Experience with tools such as Zabbix, Jenkins, Git, Rackspace, AWS
  • Experience in ITIL aligned environments using call/ticket management toolsets.
Skills & Attributers we look for:
  • Excellent verbal and written English skills
  • Excellent verbal and written communication skills
  • Exceptional customer service focused attitude
  • Strong active listening, multitasking, interpersonal and organisational skills
  • Self-motivated, disciplined, able to work on their own initiative and takes responsibility for their own work
  • Detail-oriented, with excellent organisational skills and able to manage multiple tickets simultaneously
  • High degree of client focus and empathy
  • Analytical with good problem-solving skills
  • Ability to remain focused on resolution in real-time
  • Excellent team working (good collaboration and negotiation skills)
  • Ability to focus on completing tasks proactively and productively
  • Good working knowledge of operational support processes
  • Experience completing documentation. Writing new and updating existing technical documents
  • Passion towards improving customer experience
  • Results-oriented, service-focused, and an excellent ability to work with cross-functional teams
Our Sofia office is located on 63 Kazbek str.
We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes: 

  • Highly competitive salary and discretionary annual bonus
  • Opportunities for career progression
  • Open communication with the management team 
  • Comprehensive and flexible benefits package. You choose your own social benefits
  • Additional paid annual holiday
  • Option to join the company share scheme 
  • Ongoing training in new/existing technologies 
  • A brand new and modern office  
  • Regular team socials 
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

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