Application Support Analyst L1 (DBN) at BETSoftware

We Want You:

Ready to be the frontline hero ensuring the seamless operation of our cutting-edge software systems? BET Software is on the hunt for two Application Support Analysts L1 to tackle challenges head-on. Your mission: identify and resolve issues, perform troubleshooting with precision, and take decisive actions based on SOPs. In this 24/7 operation, your commitment to live support is crucial. If you're ready to thrive in a dynamic environment and make a real impact, seize this opportunity. Apply now and be the catalyst for operational excellence!

You Bring:

• 0-1-year 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)
• Experience in ITIL Foundation. (advantageous)

What You’ll Do:
Monitoring and Control

• Monitor and refine metrics to be used as a baseline for monitoring.
• 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.
• 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.

Trouble Shooting

• Actively seek to provide as much information as possible to the relevant teams within the shortest time.
• Use remote tools as appropriate.
• Use diagnostic tools/techniques and SOPs
• Identify the relevant data to manage the alert/incident/issue and inform the relevant teams.
• Refer the alert/incident/issue to the relevant party.
• Manage the incident queue for escalation to the second line support where necessary, including triage and re-prioritisation.
• Identify and fix typical software issues with setup, functioning, and user error.
• Adhere to established protocols for resolving issues.

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 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.

Issue Management and Logging:

• Precisely record and keep track of customer complaints, incidents, and service requests inside the support system.
• Follow the support triage guidelines effectively and efficiently when dealing with support related queries, where necessary escalate to Level 2 support or other pertinent teams.

Knowledge Base Maintenance:

• Create and maintain instructions and documents to assist in managing the support knowledge base.
• Keep yourself informed about current trends and industry knowledge to ensure you are delivering solutions and performing in line with the latest support industry trends.