Senior IT Solutions & System Support Engineer

Position Purpose
The Senior IT Solutions & System Support Engineer is responsible for supporting daily IT operations, business systems, SAP/ERP users, HR system implementation and system improvement projects.
Key Responsibilities
1. IT Help Desk & System Setup
• Provide daily IT support for users, including laptop/desktop, printer, scanner, email, Microsoft 365, Teams, SharePoint, internet, Wi-Fi and basic network issues.
• Set up computers, software, user accounts, email, printers, ERP/HR system access and other required applications for new users.
• Support onboarding and offboarding from IT side, including account creation/removal and IT asset handover/return.
• Manage IT assets, equipment records, repair history and user assignment records.
• Escalate complex issues to senior IT team, vendors or service providers when required.
2. SAP / ERP System Support
• Provide first-level support for SAP/ERP users across departments.
• Support user access, master data checking, transaction issues, report extraction and common system errors.
• Work with business users to understand SAP/ERP issues and classify root causes: user error, data issue, process gap, configuration issue or system bug.
• Coordinate with SAP consultants, IT team or vendors to resolve system issues and follow up until closure.
• Support SAP/ERP enhancement requests, UAT, user guide preparation and go-live support.
3. HR System Support
• Support HR system setup, testing, implementation and daily operation.
• Work with HR users on workflows such as employee master data, attendance, leave, overtime, payroll input, approval flow and reporting.
• Coordinate with HR system vendors for configuration, issue fixing, enhancement and UAT.
• Support user training and post go-live issue resolution.
4. IT Solutions & Process Improvement
• Understand business requirements from departments and propose practical IT/system solutions.
• Support workflow automation, approval flow, reporting tools, system integration and internal process improvement.
• Analyze repeated manual work or recurring issues and recommend improvement actions.
• Support testing, troubleshooting and improvement of internal tools and business applications.
5. Vendor & Project Coordination
• Coordinate with vendors for SAP/ERP, HR system, software, hardware, network and other IT services.
• Clarify user requirements, follow up pending issues, track timeline and verify vendor deliverables.
• Maintain issue logs, action logs, project trackers and status updates.
• Escalate project risks, delays, unresolved issues or quality concerns in a timely manner.
6. UAT, Go-live & User Support
• Prepare test cases, UAT checklist and expected results based on user requirements.
• Coordinate UAT sessions with users, IT team and vendors.
• Record bugs, user feedback, change requests and improvement points.
• Support go-live preparation, user readiness, access setup and fallback plan.
• Prepare simple user guides, SOPs and troubleshooting instructions.