Junior Application Support Analyst

Job Description
Possesses strong written and verbal communication, interpersonal, and technical skills. Demonstrates excellent problem-solving, attention to detail, and the ability to multitask in fast-paced, deadline-driven environments. Highly organized, resourceful, and resilient, with the ability to work independently or in teams. Communicates technical concepts clearly to non-technical users and maintains a customer-focused, professional approach. Shows high integrity, confidentiality, and a commitment to quality support. Proficient in software development and Microsoft Office tools.

Responsibilities
Technical Support:

• Provide first-level support via email, WhatsApp, phone, communication platforms or ticketing systems, assisting users with common software issues and escalating more complex problems to senior analysts.
• 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.

Monitoring And Control

• Monitor and refine metrics to be used as a baseline for monitoring.
• Monitor software system dashboards and alerts to identify and report issues, learning to optimise performance with guidance.
• Ensure the correct tools/access/visibility is established to ensure effective monitoring.
• Identify the proper escalation procedure and execute it when deviations occur.
• Follow up to ensure reports/incidents have been received and are being evaluated.
• Escalate if reports/incidents are not resolved within the time span agreed.
• Ensure storage and archiving processes are functioning correctly.

Troubleshooting

• Provide detailed issue reports to relevant teams promptly.
• Use remote and diagnostic tools per SOPs.
• Identify key data, manage alerts/incidents, and escalate when needed.
• Log, categorise, and follow up on incidents per company protocols.
• Resolve common software issues related to setup, functionality, and user errors.
• Escalate complex issues to second-line support and assist with triage.
• Collaborate with senior analysts to improve troubleshooting and problem resolution.

Problem Solving

• Identify areas of improvement and recommend improvements.
• Escalate statistics to management indicating the impact of these changes or the lack of change.
• Identify the need for new SOP's or SOP updates.
• Create or update relevant documents as more information becomes available.
• Identify and record trends, and performance patterns that can be analysed to provide useful analytics.

End-User Support

• Offer first level support assistance through a variety of channels, such as WhatsApp chats, email, skype, ticketing system and phone.
• Help customers with questions and problems pertaining to software support-related queries.
• Give customers clear instructions and walk them through the troubleshooting process.
• Ensure the protection of all user and company data in compliance with company privacy policies.

Issue Management & Logging

• Accurately record and track customer issues in the support system.
• Follow triage guidelines and escalate to Level 2 when needed.
• Categorise and prioritise tickets per SLA requirements, ensuring timely updates.
• Communicate issue progress to teams and clients, escalating critical matters.
• Learn disaster recovery and change management processes, assisting as needed.

Alert Management & Communication

• Notify stakeholders of outages, maintenance, or critical incidents promptly.
• Coordinate with business and client teams on impact and resolution updates.
• Document troubleshooting steps, escalate recurring issues, and update the knowledge base.

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.

Qualifications

• Matric.
• A minimum of 6 months - 1-year relevant application support experience.
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Flexibility to work shifts.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus. The incumbent must also have a good understanding of monitoring system software-related dashboards.
• Experience in ITIL Foundation (Advantageous).
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to nontechnical users on cross function platforms.
• Understanding of documenting SOP's in a software related environment.
• Understanding of basic software issues (e.g., SQL queries, frontend bugs) with guidance from senior team members and following standard troubleshooting procedures.
• Basic understanding of SQL for running and modifying queries. Assist with maintaining databases and supporting data integrity under supervision.