BETSoftware is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, making BETSoftware a lively and engaging place to be. Our prog...
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1 – 2 years’ experience in an Application Support environment.
Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma)
ITIL Certifications (Advantageous)
Microsoft Certifications (Advantageous)
Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus
Experience with service-level agreements and ticket management tools.
Understanding of basic software issues (e.g., SQL queries, frontend bugs) with guidance from senior team members and following standard troubleshooting procedures
Basic understanding of SQL for running and modifying queries. Incumbent must be able to maintain databases and supporting data integrity under supervision
Understanding of change management processes and experience in coordinating software deployments and releases.
Experience in utilising diagnostic tools, log analysis, and debugging techniques to identify root causes of problems.
Flexibility to work shifts.
What You’ll Do:
Technical Support
Refine metrics for baseline monitoring.
Act as the second point of contact for technical assistance if unresolved by first line.
Minimise financial and reputational damage by addressing complaints effectively.
Follow up on escalations, ensuring resolution and customer communication.
Manage the incident queue for third-line escalation, triage, and re-prioritisation.
Alert teams about major downtime or maintenance and ensure resolution.
Test websites and systems to identify and resolve functionality, performance, and usability issues.
Monitor dashboards and system alerts for proactive issue resolution.
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