Intermediate Application Support Analyst

**We Want You**:
Are you ready to step into the heart of innovation and ensure the smooth functioning of our cutting-edge software solutions? BET Software in Durban is searching for two dynamic individuals to join us as an **Application Support Analyst 2**. As a frontline hero, you'll dive headfirst into resolving challenges, identifying issues, and ensuring our systems operate flawlessly. From problem identification to troubleshooting, you'll be at the forefront, equipped with the tools and expertise to handle any situation. In a world where technology never sleeps, our team ensures 24-hour support, ready to tackle any obstacle that comes our way. Join us now and become the catalyst for operational excellence in the exciting world of software innovation.

**You Bring**:
Relevant qualification in IT: Computer Engineering/Software Programming (Degree or Diploma).

Experience in an Application Support environment.

Flexibility to work shifts.

Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus.

Experience with service-level agreements and ticket management tools.

Exposure and experience with SQL.

ITIL Certifications (advantageous).

Microsoft Certifications (advantageous).

**W**hat You’ll Do**:
Technical Support
- Monitor and refine metrics to be used as a baseline for monitoring.
- Ensure each 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 third-line support where necessary, including triage and re-prioritisation.
- 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.
- Perform testing of websites and systems to identify and resolve issues related to functionality, performance, and usability.
- Monitor dashboards and system alerts to proactively identify and address any system-related issues or anomalies.

Provide Advanced Technical and Business Support
- Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
- Develop and maintain technical support documentation.
- Assess risk and impact of production issues/changes and escalate to the business and development teams.
- After-hours availability for critical support when required.

End-User Assistance
- Diagnose and fix complicated software-related problems, such as software system faults and system difficulties.
- Work together to solve issues with Level 1 assistance.
- Ensure the protection of all user and company data in compliance with company privacy policies.

Issue Management and Logging
- Precisely record and keep track of customer complaints, incidents, and service requests inside the support system.
- Follow the support triage guidelines effectively and efficiently when dealing with support-related queries and, where necessary escalate to Level 2 support or other pertinent teams.
- Categorise and prioritise support tickets by SLA requirements, ensuring accurate and timely updates to reflect ticket status and progress.
- Communicate effectively with internal teams and external clients to provide updates on issue resolution progress and escalate critical issues as needed.
- Initiate and lead problem management activities, including root cause analysis, corrective actions, and preventive measures to minimise future incidents.
- Audit old tickets (On-hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
- Reporting on daily tasks completed and stumbling blocks.

Alert Management and Communication
- Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
- Collaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.

Shift Work and SLA Adherence
- Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
- Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.
- Ensure that all tickets assigned to level ones are categorised correctly.

Resolution of Issues
- Comply with standard operating processes for resolving issues and record resolutions.

Escalation
- Report unsolved problems to development o