Support Analyst

3 days ago

Cape Town, South Africa IntelliStaff Full time

**Area**: Century City Cape Town

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**Responsibilities**:

- Understanding and following contractual agreements with customers relating to support and all internal support processes.
- Part of the 24x7 1st line production support rota for all of our customers and all our product sets, of which there are many.
- Responsible for managing production support incidents, gathering data, performing tests and replicating and resolving the causes of these incidents.
- Management of support tickets / incidents to which they are assigned, including all related stakeholder communications and keeping these tickets up to date.
- Compiling and walking through regular production support reports with relevant customers
- Answering customer questions (not necessarily incidents) related to production configuration and operation by testing, reviewing code (if available and it is within their skillset) and reviewing documentation.
- Contributing to developing training material of support processes not yet documented.
- Performing other duties as assigned.

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**Qualification and experience**
Bachelors degree in a software, technical or related field from a recognised institution.

Minimum 4 years experience as a Support Analyst or similar role within a software organisation, preferably in Payments and Postilion.

Experience with Agile development methodologies like Scrum

Experience with Atlassian Jira and Confluence

Excellent analytical and investigative skills

Ability to deal with stress, as the job will entail obstacles, challenges and responsibility.

Technical Information

The Products that the Support Analyst will be supporting use the following technologies
- Windows (Windows 10, Windows Server)
- ACI Product Set (Postilion)
- Databases (Microsoft SQL Server, SQL Databases)
- Amazon Web Services

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