Application Support Analyst 2

Found in: beBee S ZA - 1 month ago

KwaZuluNatal Durban, South Africa BET Software Full time
BET Software’s job vacancy, Career and Recruitment

Job title : Application Support Analyst 2 (DBN) jobs in KwaZulu-Natal

Job Location : KwaZulu-Natal, Durban

Deadline : March 26, 2024

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You Bring:

2-3-year of experience on an IT service desk. Preferred qualification in IT: Computer Engineering or Software Programming (Degree or Diploma). Strong written and verbal communication skills. Good interpersonal skills and technical capabilities. Excellent problem-solving and attention to detail. Ability to multi-task in a deadline-driven environment and show initiative. Strong organisational and resourceful capabilities. High levels of attention to detail and resilience. Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus etc (advantageous). Exposure and experience with SQL (advantageous). Experience in ITIL Foundation (advantageous).

What You’ll Do:

Technical Support

Monitor and refine metrics to be used as a baseline for monitoring. Serve as the second point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support. Ensure each individual complaint is properly dealt with, minimising financial and reputational damage. Holistically assess customer problems so areas of concern may be identified. Determine the best solution to the problem and the information provided by the customer. Walk the customer through the problem-solving process. Escalate an unresolved problem to the next level of support personnel immediately. Follow up on the escalation and ensure resolution. Ensure the customer is appropriately informed. Escalate when resolution does not occur within the agreed time. Manage the incident queue for escalation to the third line support where necessary, including triage and reprioritisation. Alert all relevant teams of any major downtime or maintenance and follow through until resolution. Ensure systems are tested efficiently and effectively and errors are raised timeously.

Provide Advanced Technical and Business Support

Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness. Maintain application systems that have completed development and are in the operations phase. Manage, maintain and support applications and their operating environments. Develop and maintain technical support documentation. Assess risk and impact of production issues/changes and escalate to the business and development teams.

End-User Assistance:

Provide end-users with second-level technical assistance via whatsapp chat, email, skype and phone calls. Diagnose and fix complicated software-related problems, such as software system faults and system difficulties. Work together to solve issues with Level 1 assistance.

Resolution of Issues:

Identify and fix software issues with system integration, database failures, and application functioning. Comply with standard operating processes for resolving issues and record resolutions.

Escalation:

Report unsolved problems to development or Level 3 support teams, including thorough details and, if required, replicating the problems.

Knowledge Base Maintenance:

Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base. Assume the role of a mentor and offer guidance and knowledge sharing to Junior Application Support Analysts.

User Training:

Help create and conduct sophisticated software support related user training. Work together to develop user training materials with Level 1 assistance.

Cooperation:

To tackle complicated software problems, closely cooperate with development teams, business analysts, product and project management and Level 3 support. Take part in the software patch and upgrade testing and validation process as well as maintenance.

Living the Spirit:

We are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations. We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services. We understand that our collective efforts drive success. We actively seek out collaboration to ensure a seamless and efficient support system. Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively. We thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities. We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved. We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company. We foster open and honest communication, sharing insights and feedback to promote an atmosphere of trust and collaboration. We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues. We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.

*ICT jobs in south africa

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