Junior Application Support Analyst (DBN) at BET Software

You Bring:

• 0-6 months relevant application support experience.
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Flexibility to work shifts.
• Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus (advantageous).
• Experience in ITIL Foundation (advantageous).

What You’ll Do:

Technical Support

• Provide first-line support to end-users via various channels including WhatsApp, email, Skype, phone, or ticketing system.
• 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.

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.

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, ticketing system 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.
• 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, where necessary escalate to Level 2 support or other pertinent teams.
• Categorise and prioritise support tickets in accordance with 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.

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.

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.
• Maintain detailed documentation of troubleshooting procedures, resolutions, and customer interactions for future reference and knowledge sharing.

Team Work

• 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.