Junior Application Support Analyst at BETSoftware

Skill Set


Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus. The incumbent must also have a good understanding of monitoring system software related dashboards. (Advantageous).
Experience in ITIL Foundation (Advantageous).
Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users on cross-functional platforms and teams.
Ability to be flexible and capable of adapting and offering support across various departments and product teams.
Understanding of documenting SOP's in a software-related environment.
Understanding of basic software issues (e.g., SQL queries, frontend bugs) with guidance from senior team members and following standard troubleshooting procedures.
Basic understanding of SQL for running and modifying queries. Assist with maintaining databases and supporting data integrity under supervision.


Responsibilities


User Support: Provide first-line technical assistance via various channels (e.g., WhatsApp, email, Skype).
Issue Resolution: Troubleshoot software/system issues using tools and SOPs, while safeguarding data.
Monitoring: Watch system dashboards and alerts, escalate as needed, and communicate outages.
Ticketing: Log and prioritize incidents, escalate critical issues, and maintain ticket updates.
Problem Management: Analyze trends, suggest improvements, and enhance SOPs/documentation.
Knowledge Sharing: Maintain support records and contribute to the knowledge base.
Shift & SLA Compliance: Work flexible shifts, including holidays, and meet SLA targets.
Teamwork: Engage in team activities and support IT projects.


Qualifications


Matric.
A minimum of 6 months - 1-year relevant application support experience. (Advantageous).
Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
Flexibility to work shifts.