PowerConnect Consultant

About the role

RHONDOS Inc. is looking for a consultant to join its Centre of Excellence within Customer Support & Professional Services. This is a shift-based, senior technical role that owns the full lifecycle of PowerConnect customer support, from Level 1-2 incident response through Level 3 root cause analysis, and acts as technical subject-matter expert for pre-sales proof-of-concepts, training, installations and upgrades, use-case development and internal SAP systems support.

Key responsibilities

• L1-L2 product support: triage and resolve incidents within SLAs, keep accurate ticket records, monitor system health dashboards, follow on-call and escalation protocols and give structured shift handovers.
• Troubleshooting and root cause analysis: analyse logs, traces and configuration files, write structured RCA reports, build workarounds and fixes, collaborate with product engineering and maintain diagnostic playbooks.
• Pre-sales and PoC support: set up and validate proof-of-concept environments, answer deep technical questions, join customer calls, document outcomes and hand over to professional services.
• Training: deliver end-user and administrator training, design curricula, demonstrate dashboards and reporting, and create quick-reference cards and e-learning content.
• Installation and upgrade services: lead installations and upgrades, assess prerequisites, validate data, coordinate maintenance windows and update the customer asset register.
• Use-case development: define and document use cases, build reusable reference configurations and share insights with the product team.
• SAP systems support: handle SAP tickets, perform user administration and monitoring, apply patches and support transport management.
• Continuous improvement: keep the CoE knowledge base current, share field experience with junior consultants and pursue advanced certifications.

Required profile

• Bachelor's degree in Computer Science, Information Systems, Engineering or a related field, or equivalent practical experience.
• 3+ years of experience in technical support, professional services or consulting for SAP, Splunk or Dynatrace.
• Hands-on experience administering, configuring and troubleshooting PowerConnect (or comparable enterprise SAP-integration/observability software).
• Experience conducting root cause analysis on high-severity incidents.

Required skills

• Familiarity with SAP system administration fundamentals (user/role management, transport management, job scheduling, system monitoring)
• PowerConnect administration, configuration and troubleshooting