Applications Support Analyst X2

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001237

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Application Analysis
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:


Job description:

KEY DUTIES AND RESPONSIBILITES:

  • Will be part of a dynamic Application Support team of selfmotivated individuals.
  • Ensure that all assigned Tickets are actioned daily and accurately updated daily.
  • Ensure that Tickets are closed within SLA, updated with adequate resolution comments, and feedback given to the requestors.
  • Escalate any incidents / tickets that cannot be resolved within the Application Support scope to the Development Support Team when needed per the "Development Support Ticket Logging Guideline".
  • Manage & followups on tickets escalated to the 'Development Support Team" until resolution SQL query writing for incident investigation & resolution.
  • Work in close relationship with the Development Support Team as well as Infrastructure Teams i.e Network Operators, Database Administrators, and other technical teams in resolving incidents.
  • Continuously implement & adhere to all steps in SOP's throughout the semester (Shared Documents for Application Support Team).
  • Continuously adhere to Service Level Agreements (SLA's) for all internal and external clients.
  • Demonstrate knowledge growth by way of obtaining work related certificate or creating SQL Query that assist the team or uploading knowledge base articles.

Minimum requirements:

Minimum requirements:

  • Diploma in Information Technology or other relevant qualification
  • Certificate
years in similar role

  • Excellent database knowledge and experience using MySQL (writing SQL scripts)
  • Good networking skills: TCP/IP, Load Balancers, Firewall, VPN'S
  • Customer Support experience
  • Experience with support ticketing systems such as Freshdesk

Non-negotiable skills/experience

  • Demonstrates true passion for customer centricity and Software support.
  • Demonstrates crossfunctional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and everchanging environment.
  • Ability to follow instructions, work independently, or function in a team as needed.
  • Willing to work extended hours may include standby.
  • Knowledge of ITIL processes (incidents, Change & Problem Management).
  • Ability to effectively convey information of a highly technical nature to nontechnical audiences for example, between Finance and Technology.
  • Experience documenting KB articles and how to reference guides to enable 1st line support and more junior team members to easily pick up work.
  • A good understanding of the endtoend process and a willingness to learn.


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