Application Support Analyst 2 (DBN) at BET Software

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).

What You’ll Do:

Technical Support

• Monitor and refine metrics to be used as a baseline for monitoring.
• Serve as the second point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
• 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.
• Maintain application systems that have completed development and are in the operations phase.
• Manage, maintain and support applications and their operating environments.
• 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:

• Provide end-users with second-level technical assistance via whatsapp chat, email, skype and phone calls.
• 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:

• Identify and fix software issues with system integration, database failures, and application functioning.
• 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 company.
• We foster open and honest communication, sharing insights and feedback to promote an atmosphere of trust and collaboration.
• We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
• We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.