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Junior Application Support Analyst

2 weeks ago

Durban, KwaZulu-Natal, South Africa Winning Form Full time R250 000 - R400 000 per year
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.