SAP Support Basis Consultant Level


Level 1: SAP Basis Support – Help Desk Support

A member of the Help Desk, providing the initial point of contact for the business
department for all issues requiring the attention of the Solution Support Organization
Managing the entire message life-cycle:
Receiving messages
Initial assessment
Search in internal solution database
Search for SAP Notes
Referring messages
Tracking progress
Confirmation and closure
Keeping customer informed through out
Very good communication and inter-personal skills, especially when
communicating directly with the End User.
Thorough knowledge of local and country-specific requirements as well as
the ability to explain these, if necessary, to the Support Organization that will be
dealing with the problem message
High degree of adaptability (if a problem is escalated, for example).
Ability to maintain a good relationship with the business department and to
understand the business impact; ability to communicate all relevant information to
the appropriate contact in the Support Organization
Basic knowledge of the products the users are using (First Level support
staff need to know which questions to ask when entering or supplementing a problem
message). It can, for example, be useful to have:
Basic desktop skills
Knowledge of in overview
General understanding of networking concept
Basic IT aptitude and “first-level” knowledge of the product(s) or
applications being supported, where possible
Knowledge of the company business terminology
Take appropriate training on an ongoing basis to build on existing skills
and keep constantly up-to-date with advancements in products and tools
Ability to speak a second language, if appropriate to the business
Ability to use internal communications tools (e-mail, for example)

Level 2: SAP Basis Administrator – System Administrator

In contrast to the Technology Expert, who is responsible for defining, planning,
implementing and supporting an SAP centric solution from a technical point of view,
the system administrator is mainly responsible for the administration and operation
of an SAP centric solution. Nevertheless, he/she will also be a team member in
implementation projects to support the Technology expert and to ensure a smooth
transition from implementation to production. The tasks of a Technology Expert are
very similar, but with a different focus.
Setup of the technical infrastructure
Installation and configuration (HW and SW)
HW capacity planning
Implementation and testing of Backup and recovery concept
Implementation and testing of High Availability solutions
Implementation and testing of Network configuration
Implementation and testing of Network, Database and OS configuration
Setup of SAP Basis, Middleware (bc, mqseries), Output devices (printer,
fax, scanner, etc.)
Technical customizing for SAP solutions
Technical customizing and support of interfaces
Maintenance of technic


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