IT Software Specialist SAP (1st Level Support)

SONAK CORPORATION; Muntinlupa; On-site; PHP 250,000 - 360,000; Full time

Job summary

SONAK CORPORATION is seeking a Junior IT Software Specialist - SAP (1st Level Support) in the Philippines. You will be the first contact for SAP users, handling incidents, access issues, and basic transactions while building SAP skills and cross-module knowledge.

You will support daily operations, assist with testing and knowledge base updates, and grow into more functional tasks through cross-module training. A degree in IT is required, with fresh graduates encouraged to apply.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field.
• Basic understanding of SAP (preferably S/4HANA) or ability to learn quickly.
• Knowledge of retail operations (stores, purchasing, inventory, sales) is a plus.
• Familiarity with SAP GUI, SAP Fiori, and common SAP T-codes is a plus.
• Experience with a ticketing or helpdesk tool is a plus.
• Strong communication, customer service, analytical, and problem-solving skills.
• One year or more in IT helpdesk, application support, or SAP end-user support preferred.
• Fresh graduates with SAP exposure or training encouraged to apply.

Responsibilities

• Act as the first point of contact for SAP users via helpdesk, email, chat, or phone.
• Log, categorize, prioritize, and track incidents and service requests to resolution.
• Resolve first-level issues with SAP GUI, Fiori access, login, password resets, and basic transactions.
• Escalate complex issues with clear details to the appropriate specialist.
• Assist with basic master data maintenance under guidance.

Skills

Strong communication

Problem-solving

Analytical skills

Customer service

Team collaboration

Education

Bachelor's degree in Computer Science or Information Technology

Tools

SAP

Job description

About the role

Join the IT support team as a Junior IT Software Specialist - SAP (1st Level Support), serving as the first point of contact for SAP users. You will provide responsive first-level support, help maintain reliable business operations, and develop your SAP and cross-module expertise over time.

Key responsibilities

• Act as the first point of contact for SAP users through the helpdesk, email, chat, or phone.
• Log, categorise, prioritise, and track incidents and service requests through to resolution within agreed service levels.
• Resolve first-level issues involving SAP GUI and SAP Fiori access, login and connectivity, password resets, user unlocks, printing, report outputs, and common transactions and Fiori applications.
• Escalate module, authorisation, technical, or development issues to the appropriate specialist with clear error details, screenshots, reproduction steps, and business impact.
• Perform basic master data maintenance under guidance, including site, vendor, and article data, based on approved requests.
• Run daily health checks and basic monitoring for failed background jobs, interface errors, and blocked documents, and report findings to the team.
• Follow up with users on escalated tickets and confirm that issues have been resolved.
• Help prepare test data and support system testing and user acceptance testing.
• Build and update the knowledge base, FAQs, user guides, and standard operating procedures.
• Provide basic training and guidance on system usage and best practices.
• Report recurring issues and ticket trends to help the team address root causes.
• Complete the cross-module training programme and take on more functional tasks over time.
• Perform other duties that may be assigned.

What we're looking for

• A bachelor's degree in computer science, information technology, or a related course.
• Basic understanding of SAP, preferably S/4HANA, or the ability to learn it quickly.
• Basic knowledge of retail operations, including stores, purchasing, inventory, and sales, is an advantage.
• Familiarity with SAP GUI, SAP Fiori, and commonly used SAP T-codes is an advantage.
• Experience with a ticketing or helpdesk tool is an advantage.
• Strong communication, customer service, analytical, and problem-solving skills.
• One year or more of experience in IT helpdesk, application support, or SAP end-user support is preferred.
• Fresh graduates with SAP exposure or training are encouraged to apply.