IT Support Agent

Innovation is and will always be the core of SAP Fioneer, and it is the promise of why we were spun out of SAP: agility, innovation, and delivery.

SAP Fioneer builds on a heritage of outstanding technology and a deep understanding of corporate and consumer demands. At the heart of it all it is simple: We bring financial services to the next level with innovative software solutions and platforms.

We are helping companies in the financial services industry to achieve speed, scalability, and cost-efficiency through digital business innovation, cloud technology, and solutions that cover banking and insurance processes end-to-end.

A global company, with rapid growth, innovative people, and a lean organization makes SAP Fioneer a place where you accelerate your future

**Requirements**:
**PRODUCT TECHNOLOGY STACK**
- Enterprise: Microsoft Azure / M365
- MDM: InTune, Kandji
- SaaS: Jira, Confluence, Miro, Figma, Keeper, Adobe, DocuSign, Github
- Hardware: Mac & Windows Laptops, iPhones

**EXPECTATIONS AND TASKS**

We are seeking a motivated and customer-focused L1 IT Support Agent to join our IT team and provide first-line technical support in a Microsoft Cloud environment. This role is ideal for individuals early in their IT careers who are passionate about cloud technologies and eager to grow within a Microsoft-focused ecosystem (Azure, Microsoft 365, Intune, etc.).

**Working times**:

- IST (UTC +5.5) 08:00 - 17:00 - Asia & Australia
- IST (UTC +5.5) 14:30 - 23:30 - Europe & Americas
- On-Call Duty will be scheduled in 12-hour shifts during off-peak hours and weekends

**First-Line Support & Issue Resolution**
- Deliver initial support for Microsoft 365, EntraID, Intune, Kandji, and Teams.
- Resolve common issues with accounts and authentication.
- Escalate complex cases to L2/L3 while maintaining ticket ownership.

**User & Device Management**
- Perform basic user admin (passwords, licenses, groups, mailboxes).
- Support device setup and compliance via Intune and Kandji.
- Troubleshoot Mac, Windows, and iPhone hardware.

**Monitoring, Documentation & Collaboration**
- Monitor service dashboards and respond to alerts.
- Log and manage tickets in Jira Service Management and follow SLAs.
- Maintain knowledge base articles in Confluence.
- Work with internal teams to improve support processes and user experience.

**WORK EXPERIENCE**
- 2+ years of experience in IT support, with experience in Microsoft cloud environments.
- Familiarity in Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) and EntraID.
- Experience supporting both macOS and Windows environments, including iOS device support.
- Hands-on experience with ITSM platforms, ideally Jira Service Management.
- Strong organisational, problem-solving and communication skills.
- Ability to work independently and within a team.
- Willingness to learn and adapt in a fast-paced environment.

**Benefits**

**BENEFITS**:
**BENEFITS**:
You will have the opportunity to collaborate with some of the brightest minds in the industry on an incredibly ambitious project to shape the ever-evolving financial sector. This is an environment where you can have it all - the agility, enthusiasm and dynamism of a start-up, combined with the established expertise, solid market presence and extensive customer network of a more established organisation.

At SAP Fioneer, you will benefit from a flexible work environment that encourages creativity and encourages you to think outside the box, bring new ideas to the table, and challenge the status quo. You will become part of a diverse and global team that we are proud of and are constantly growing and reinventing. As an employee, you will have the chance to chart your own career path and take advantage of competitive compensation packages and progression opportunities based on merit.

We offer pension plans and life insurance for financial security. Our health and wellbeing benefits include private medical insurance, wellness cover, and an employee assistance program. Additionally, our mobility benefits vary based on seniority level and include company car benefits and transportation assistance. Furthermore, we provide additional perks such as celebration rewards, a jubilee program, and a meal program.

SAP FIONEER DIVERSITY COMMITMENT

SAP Fioneer believes in the power of innovation that each employee brings and would like to leverage the qualities and appreciate the unique competencies that each diverse person brings to the company.