Application Support Analyst

2 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Position summary**:
**Industry**:IT & Internet**Job category**:Application Analysis**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.

**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)
- 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.
- Highly adaptive and flexible to a changing environment.
- Demonstrates cross-functional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing 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 non-technical 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 end-to-end process and a willingness to learn.

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