Application Support Analyst 2

**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 dynamic individuals to join us as **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**:

- 2-3-year of experience on an IT service desk.
- Preferred qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
- Strong written and verbal communication skills.
- Good interpersonal skills and technical capabilities.
- Excellent problem-solving and attention to detail.
- Ability to multi-task in a deadline-driven environment and show initiative.
- Strong organisational and resourceful capabilities.
- High levels of attention to detail and resilience.
- Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus etc (advantageous).
- Exposure and experience with SQL (advantageous).
- Experience in ITIL Foundation (advantageous).

**W**hat You’ll Do**:
Technical Support
- Monitor and refine metrics to be used as a baseline for monitoring.
- Ensure each individual 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 the third line support where necessary, including triage and reprioritisation.
- 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.

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.

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.

Resolution of Issues:

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

Escalation:

- Report unsolved problems to development or Level 3 support teams, including thorough details and, if required, replicating the problems.

Knowledge Base Maintenance:

- Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
- Assume the role of a mentor and offer guidance and knowledge sharing to Junior Application Support Analysts.

User Training:

- Help create and conduct sophisticated software support related user training.
- Work together to develop user training materials with Level 1 assistance.

Cooperation:

- To tackle complicated software problems, closely cooperate with development teams, business analysts, product and project management and Level 3 support.
- Take part in the software patch and upgrade testing and validation process as well as maintenance.

**Living the Spirit**:

- We are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations.
- We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
- We understand that our collective efforts drive success. We actively seek out collaboration to ensure a seamless and efficient support system.
- Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively.
- We thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
- We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved.
- We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the compa