Intermediate Application Support Analyst (DBN) at BETSoftware

You Bring:

• Matric
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Experience in an Application Support environment.
• Flexibility to work shifts.
• Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus.
• Experience with service-level agreements and ticket management tools.
• Exposure and experience with SQL.
• ITIL Certifications (advantageous).
• Microsoft Certifications (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 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 third-line support where necessary, including triage and re-prioritisation.
• 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.
• Perform testing of websites and systems to identify and resolve issues related to functionality, performance, and usability.
• Monitor dashboards and system alerts to proactively identify and address any system-related issues or anomalies.

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.
• After-hours availability for critical support when required.

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.
• Ensure the protection of all user and company data in compliance with company privacy policies.

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 and, where necessary escalate to Level 2 support or other pertinent teams.
• Categorise and prioritise support tickets by SLA requirements, ensuring accurate and timely updates to reflect ticket status and progress.
• Communicate effectively with internal teams and external clients to provide updates on issue resolution progress and escalate critical issues as needed.
• Proactively identify recurring or systemic issues impacting software application performance and stability.
• Initiate and lead problem management activities, including root cause analysis, corrective actions, and preventive measures to minimise future incidents.
• Audit old tickets (on-hold, pending, dtale, breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks.

Alert Management and Communication:

• Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
• Collaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.

Shift Work and SLA Adherence:

• Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
• Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.
• Ensure that all tickets assigned to level ones are categorised correctly.

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, replicate the problems.
• Act as a point of escalation for Level 1 support analysts, providing guidance, mentoring, and assistance in resolving challenging issues.
• Collaborate with development teams, system administrators, and other stakeholders to escalate critical issues, track resolution progress, and ensure timely resolution.

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.
• Offer guidance and knowledge sharing to Application Support Analysts Level 1.
• Maintain detailed documentation of troubleshooting procedures, resolutions, and customer interactions for future reference and knowledge sharing.

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.
• Participate in the planning, testing, and deployment of software updates, patches, and configuration changes in collaboration with development and deployment teams.
• Conduct impact assessments and ensure appropriate communication and coordination with end-users to minimise disruptions during deployment activities.

Teamwork:

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.
• Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies.
• May lead lower-graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
• Must follow the handover process at the end of the shift.
• May participate in technology projects with large scope and broad organisational impact.
• Performs varied technical assistance and maintenance duties; maintains and updates record-keeping system; documents projects; writes and maintains user instructions for all BET Software services and third-party products.