Application Support Analyst - Randburg at Tracker Connect (Pty) Ltd

KEY DUTIES AND RESPONSIBILITES:

• Will be part of a dynamic Application Support team of self-motivated individuals.
• Ensure that all assigned Tickets are actioned daily and accurately updated daily.
• Ensure that Tickets are closed within SLA, updated with adequate resolution comments, and feedback given to the requestors.
• Escalate any incidents / tickets that cannot be resolved within the Application Support scope to the Development Support Team when needed per the “Development Support Ticket Logging Guideline”.
• Manage & follow-ups on tickets escalated to the ‘Development Support Team” until resolution SQL query writing for incident investigation & resolution.
• Share knowledge and expertise with other Application Support Analysts & Service Desk Team to enhance the quality of customer service and applications support while you also continuously learn.
• Facilitate / Take ownership of knowledge sharing and training suggestions regarding applications & systems processes to the business.
• Identify and resolve, technical or application issues affecting the smooth running of the business.
• Work in close relationship with the Development Support Team as well as Infrastructure Teams i.e Network Operators, Database Administrators, and other technical teams in resolving incidents.
• Continuously implement & adhere to all steps in SOP’s throughout the semester (Shared Documents for Application Support Team).
• Continuously adhere to Service Level Agreements (SLA's) for all internal and external clients.
• Demonstrate knowledge growth by way of obtaining work related certificate or creating SQL Query that assist the team or uploading knowledge base articles.

Minimum requirements

• Diploma in Information Technology or other relevant qualification
• ITIL Certificate
• 3 - 4 years in similar role
• Excellent database knowledge and experience using MySQL (writing SQL scripts)
• Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
• Customer Support experience
• Experience with support ticketing systems such as Freshdesk

Non-negotiable skills/experience

• Demonstrates true passion for customer centricity and Software support.
• Highly adaptive and flexible to a changing environment.
• Demonstrates cross-functional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing environment.
• Ability to follow instructions, work independently, or function in a team as needed.
• Willing to work extended hours – may include standby.
• Knowledge of ITIL processes (incidents, Change & Problem Management).
• Ability to effectively convey information of a highly technical nature to non-technical audiences for example, between Finance and Technology.
• Experience documenting KB articles and how to reference guides to enable 1st line support and more junior team members to easily pick up work.
• A good understanding of the end-to-end process and a willingness to learn.