Application Support Analyst re-advertisement

1 day ago


Randburg, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:IT & Internet**Job category**:IT and Telecommunications**Location**:Randburg**Contract**:Permanent**EE position**:Yes**About our company**:
**Introduction**:
**Job description**:
**KEY DUTIES AND RESPONSIBILITES**:

- Will be part of a dynamic Application Support team of self-motivated 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 & follow-ups 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.
- Provide 2nd line Application Support for Tracker Applications.

**Minimum requirements**:

- Diploma in Information Technology or other relevant qualification.
- ITIL Certificate.
- 3 - 4 years in similar role.
- Excellent database knowledge and experience using MySQL (writing SQL scripts).
- Experience working in a high availability environment with multiple operational instances.
- Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S.
- Customer Support experience.
- Experience with support ticketing systems such as Fresh Service.
- Experience with support ticketing systems such as Freshdesk.



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