Support Analyst - L1 in Bracknell

THE OPPORTUNITY

If you are technically curious, love solving real problems, and want to build a career in one of enterprise software's most valuable ecosystems, this is where it starts. As an L1 Support Analyst at Basis Technologies, you will be the first line of expertise for some of the world's most complex SAP environments. You will work directly with enterprise customers — Honda, H&M, Diageo, and others — helping them keep their business‑critical SAP systems running without disruption. From day one, you are not a ticket‑handler. You are a problem‑solver embedded in a global team, building SAP knowledge that is genuinely hard to find and commercially valuable.

WHY THIS ROLE?

• You will learn SAP properly. Most people who want to build a career in the SAP ecosystem spend years in large consultancies before they get meaningful hands‑on exposure. Here, you get it from the start, structured product training, direct access to enterprise environments, and a clear pathway to L2.
• Your work has a direct impact. When a production SAP system has a problem, the business feels it immediately. You are part of the team that fixes it. There is no ambiguity about whether your work matters.
• You are working on a product, not a project. Unlike consulting, you will build deep expertise in one product rather than being spread across client engagements. That depth makes you more valuable, faster.
• The progression is real. L1 to L2 is a 12–18 month journey for people who engage seriously. L2 means ABAP debugging, transport management, and direct collaboration with L3 Engineering. The path is defined, not aspirational.

THE ROLE

Reporting to the Senior Support Analyst, you will join Basis Technologies' Global Support team and serve as the first point of contact for customers raising technical incidents. You will triage, log, and progress issues — escalating to L2 with complete diagnostic context — while building your understanding of Basis products and the SAP landscape that underpins them.

What You Will Do

• Customer Support & Ticket Management
  • Provide first‑line support for customer incidents, service requests, and technical queries.
  • Log, categorise, and prioritise tickets with accuracy and urgency.
  • Gather logs, transport numbers, screenshots, and system details needed for analysis.
  • Escalate complex issues to L2 with full context so nothing is lost in the handover.
  • Keep customers informed with clear, professional progress updates.
• Technical Activities
  • Verify system details including versions, patch levels, and configuration settings.
  • Assist customers with basic usage questions, configuration checks, and error interpretation.
  • Follow established support processes, escalation paths, and quality standards.
• Collaboration & Learning
  • Work closely with L2 Support, Engineering, and Product teams.
  • Participate in structured training on Basis products and SAP fundamentals.
  • Contribute to the team's knowledge base and support documentation over time.
  • Operate within a global follow‑the‑sun support model, coordinating across regions.

IS THIS ROLE FOR YOU?

Essential

• Degree in Computer Science, Information Systems, Engineering, or a related field.
• Strong analytical and problem‑solving instincts.
• Clear, professional written and verbal communication.
• Customer‑focused mindset — you care about the outcome, not just the ticket.
• Genuine willingness to learn SAP and enterprise software.

Desirable

• Exposure to SAP through studies, internships, or personal projects.
• Basic understanding of programming concepts (ABAP, Java, Python, or similar).
• Experience in customer service or technical support environments.
• Awareness of ITSM concepts (ITIL or similar).

WHY JOIN US?

Aside from the benefits of role evolution, tangible individual impact, and personal growth that you would expect working in a global scale‑up environment, at Basis Technologies we take looking out for our employees seriously.

Benefits Include

• Competitive salary.
• Global Flexibility – work abroad for up to one month per year.
• Enhanced Parental Leave.
• Paid Volunteer Day.
• Employee Referral Bonus.
• Learning and Development Budget – each employee receives support to continue growing professionally.
• Mental Health First Aiders Programme.

Who We Are

Basis Technologies has been officially named one of the UK's Best Workplaces™ by Great Place to Work® for three consecutive years. We are a team of 130+ people operating across the UK, US, and Budapest — collaborative, fast‑moving, and genuinely invested in the people who join us. Basis Technologies is proud to be an Equal Opportunities Employer and we encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.