Application Support Specialist I - Brackenfell, Cape Town at The Shoprite Group of Companies

Purpose of the Job    
The purpose of the Application Support Specialist I role is to support end users with the operation and functionality of software applications. The role works alongside the Applications Support team to provide technical support relating to various applications, system-level software, compilers, and other general computing applications, troubleshooting day-to-day malfunctioning of applications or software systems and analysing standardised software requirements. The role works in close collaboration with project teams and functional units to deliver client application support and ensure IT operations run smoothly. The Application Support Specialist I execute operational processes of low to medium complexity and scale. 

Job Objectives    
Plan and execute application support activities  

• Support the operation and functionality of one or more software applications / products. 
• Work with Analysts, Developers, Programmers and business to identify and resolve assigned software issues and effectively support end users. 
• With support and guidance from the Senior/Lead specialist review and give input into technical design specifications. 
• Provide technical support to end users, including support with requests, issues and queries on system functionalities as assigned by the Lead Specialist.  
• Assist in and conduct as assigned, the investigation and analyses of problems in order to establish the root cause.  
• Execute assigned development, configuration and upgrading of system activities, effectively planning and handling all assigned changes within the specified environment. 

Ensure timely and effective communication with team, business stakeholders and users 

• With support and guidance from Least Specialist, work closely with team members and team managers to enable quick prioritisation and timely resolution of issues. 
• Maintain regular communication with users in assigned area, answering questions, updating on system changes, troubleshooting problems, and providing general assistance. 
• Maintain regular communication with internal and external stakeholders, branch teams and IT operations. 

Ensure effective day to day IT operations within the specified area 

• Handle all relevant support issues  
• Keep track of and identify support call trends and communicate these and provide input /recommendations on suitable resolutions to Senior/Lead Specialist and relevant stakeholders where applicable.  
• Monitor and follow-up all assigned service desk calls according to service level agreements.  
• Support and execute assigned client-specific application configurations. 

Qualifications    

• SDA - Service Desk Analyst Certification - (essential) 
• ITIL 4 Foundation Certification - (desired) 
• MS SQL fundamentals (Introduction to SQL) Certification - (desired)  

Experience    

• +2 years’ experience in a similar role within an IT support team – (essential).   
• Experience in cloud solutions – (essential).   
• Experience of working on projects in both Agile and DevOps –(desired). 
• Experience in a Retail / Wholesale / Financial Services industry - (desirable)  
• Experience in software development and testing - (desirable).  

Knowledge and Skills    

• IT Support and Operations knowledge – (essential). 
• Remedy software knowledge - (desirable) 
• Exposure to vendor management - (desirable) 
• Exposure to Project Management - (desirable) 
• Change management experience – (desired).   
• Knowledge of SDLC - (desirable)