SystemsPlus is hiring for ERP Support - L1Location: Remote, Initial 2-3 month training will be conducted 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.Drop CV on sharvin.salunke@
Job Title
ERP Support engineer - L1