Application Support Analyst

2 weeks ago

Randburg, South Africa Job Masters (Pty) Ltd Staff Recruitment Co Full time

KEY DUTIES AND RESPONSIBILITES:
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.

**Salary**: R28,000.00 - R33,400.00 per month

Application Question(s):

- Are you willing to work extended hours? May include standby?

**Education**:

- Diploma (required)

**Experience**:

- MySQL: 4 years (required)
- TCP/IP: 4 years (required)
- Load Balancers: 4 years (required)
- Firewall: 4 years (required)
- VPN: 4 years (required)
- Freshdesk: 4 years (required)
- Ticketing System: 4 years (required)
- KB Articles: 4 years (required)
- in similar role: 4 years (required)
- Customer Support: 4 years (required)

License/Certification:

- ITIL Certificate (required)

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