Job description for SAP Technical Support at PT Mitra Pandu Pratama
Responsibilities
1. First Level Support & Ticketing
Act as the first point of contact (triage) for user/client system-related issues and ensure all tickets are
properly logged with accurate details.
2. Basic Troubleshooting
Perform initial investigations on technical issues (such as checking short dumps or connectivity issues)
before escalating them to vendors or Senior Consultants.
3. Coordination
Assist in monitoring ticket progress handled by third-party vendors and provide regular updates to
users regarding issue status and resolution progress.
4. Documentation
Assist in preparing and maintaining technical documentation, user manuals, and weekly/monthly system
performance reports.
Requirements
1. Minimum Diploma (D3) or Bachelor’s Degree (S1) in Information Technology, Information Systems,
Computer Science, or related fields, and having knowledge of SAP systems.
2. Minimum 1 year of working experience in IT Support, Helpdesk, Application Support, or related
positions.
3. Understanding of basic programming algorithms and database concepts (basic SQL).
4. (Optional) Basic understanding of computer networking and operating systems (Windows/Linux Server).
5. Strong analytical thinking, structured problem-solving, and troubleshooting skills.
6. Good communication skills to interact effectively with users and vendors.
7. Highly motivated to learn new technologies, especially SAP systems.
8. Able to work independently, detail-oriented, and capable of handling tasks in a structured manner.
Plus Points (Optional)
*Familiar with or has basic knowledge of ERP (Enterprise Resource Planning) systems.
*Internship, academic project, or thesis experience related to IT Support, Helpdesk, or simple application
development.
* Experience using ticketing or monitoring tools is an advantage.