IT Technologist (SAP Application Support)

Billerica, MA





| 67112| Jun 19, 2024
*completed 4 year degree (no exceptions)
*background check required

We are seeking a qualified IT Technologist to assist our manufacturing operations customers with questions and IT incidents concerning Manufacturing Application Support, with focus on SAP ERP. The technician will work with customers remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.
Objectives of this role

• Provide quick and effective assistance with information technology systems
• Guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to customers’ questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Work with desktop, infrastructure, network and application support engineers to provide customers with superior service.
• Support the Configuration department on SAP Master Data changes
• Provide support and advice to the Supply Chain and Engineering teams regarding system capabilities, controls and process.

• Respond to tech inquiries via service now, email, through online chats, over the phone, or in person
• Inform customers about IT products and services
• Walk customers step-by-step through the problem-solving process
• Help with troubleshooting hardware and software
• Follow up with customers to ensure satisfactory service
• Communicate customer feedback to the appropriate internal team members
• Support Supply Chain and Engineering teams regarding system capabilities, controls and process.

Skills and qualifications
• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Patient, friendly demeanor with a great aptitude for listening
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service
• IT Business Analysis experience

Preferred qualifications
• Passion for problem-solving and customer service
• Tech savvy, with experience working in a tech-related field
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems
• Experience working as an IT software developer, IT application support role, IT business analyst role.

Education: Bachelor’s degree

2+ years of experience in a service-oriented role and manufacturing medical device environment supporting the SAP ERP Application.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us.

All applicants applying must be legally authorized to work in the country of employment.