Junior Application Support Analyst

Job Description

• 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. (Advantageous).
• Experience in ITIL Foundation (Advantageous).
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users on cross-functional platforms and teams.
• Ability to be flexible and capable of adapting and offering support across various departments and product teams.
• 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.

Responsibilities

• User Support: Provide first-line technical assistance via various channels (e.g., WhatsApp, email, Skype).
• Issue Resolution: Troubleshoot software/system issues using tools and SOPs, while safeguarding data.
• Monitoring: Watch system dashboards and alerts, escalate as needed, and communicate outages.
• Ticketing: Log and prioritize incidents, escalate critical issues, and maintain ticket updates.
• Problem Management: Analyze trends, suggest improvements, and enhance SOPs/documentation.
• Knowledge Sharing: Maintain support records and contribute to the knowledge base.
• Shift & SLA Compliance: Work flexible shifts, including holidays, and meet SLA targets.
• Teamwork: Engage in team activities and support IT projects.

Qualifications

• Matric.
• A minimum of 6 months - 1 year relevant application support experience. (Advantageous).
• Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
• Flexibility to work shifts.