Open Roles 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.

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You Bring:

• Completed or studying towards a relevant Degree or Diploma.
• Certified Associate in Project Management (advantageous).
• At least 1-year Project Administration/co-ordination experience.
• Knowledge of the Software Development Lifecycle.
• Works well under pressure.
• Demonstrate leadership abilities in conflict resolution, escalations and coaching/mentoring.
• Solid understanding of MS Office (Word, Excel).
• Experience with Project Tooling (Jira, MS Projects, etc).
• Strong written and verbal communication skills.
• Effective time management requirement.
• Experience in software development industry.
• ISEB Intermediate (advantageous).
• Prince II (advantageous).
• Experience in using the Scrum/Agile methodology (advantageous).

What You’ll Do:

Facilitates Project Coordination by:

• Building and maintaining strong business relations with existing and prospective internal customers to interpret all individual requirements.
• Reviewing changes in legal and procedural requirements affecting the business or projects.
• Validating product deliverables with various departmental team members to understand the business requirements and facilitating handover to the development team.
• Analysing processes, information and business systems to make recommendations for improvement of processes and systems.
• Coordinating, arranging and managing daily/weekly and monthly meetings with management and business stakeholders as required.
• Taking responsibility for project status reporting as defined in a Communication Plan or as required by the Business Unit.
• Taking responsibility for proactively tracking the end-to-end project schedule and reporting variances for resolution.
• Taking responsibility for setting up of the Project Management Plan – including plans for Scope, Communication, Risk and Issues, Dependencies, Decisions, Cost and Stakeholder Management, and managing mitigation strategies.
• Assisting the Team Lead in reviewing team backlogs and re-prioritising with stakeholders.
• Identifying and scheduling project deliverables, milestones, and required tasks.
• Adhering to best project management practices and methodologies such as Professional Management Institute standards or similar.
• Managing of internal business processes or systems/application development projects.
• Ensuring appropriate procedures and processes are followed.
• Participating in design control activities as well as monitoring, evaluating and ensuring the completion of tasks and projects.

Ensures Effective Reporting by:

• Reporting on project success criteria results, metrics, test and deployment management activities.
• Determining the frequency and content of status reports from the project and program team.
• Providing status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership.
• Defining success criteria and disseminating them to the involved parties throughout project and program life cycle.

Ensures Effective Communication by:

• Communicating any project risk and issues including timing, budget, resources, scope, etc. to IT management.
• Communicating with various departmental team members to understand the business requirements.
• Engaging stakeholders (dev/test leaders/product owner) and agreeing on the communication strategy.
• Setting up and participating in project initiation workshops.

Living the Spirit

• Actively strives to create an environment of open communication and collaboration not only within the Project Management team but with the various stakeholders as well.
• Shows up in an authentic manner and encourages a culture that embraces seeing and doing things differently.
• Takes initiative in ensuring that projects are completed successfully and offers support to other Team Members when needed.
• Takes on an agile approach to challenges and drives adaptability within the team.

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You Bring:

• 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).

Key skills/attributes/position-specific competencies:

• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Ability to work independently as well as collaboratively in a fast-paced environment.
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
• Customer-focused attitude with a commitment to delivering high-quality support services.
• Demonstrate professional skills and a high standard of integrity.
• Software Development skills.
• Excellent Microsoft Office skills.
• Professional and punctual approach.
• High level of integrity and confidentiality

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.

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.