Application Support Analyst - Randburg, South Africa - Tracker South Africa

Tracker South Africa

Verified Company

Randburg, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Listing reference:
track_001181

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Application Analysis
Location:Randburg
Contract:Permanent
EE position:Yes
Introduction:

Job description:

KEY DUTIES AND RESPONSIBILITES:

Will be part of a dynamic Application Support team of selfmotivated individuals.
Ensure that all assigned Tickets are actioned daily and accurately updated daily.
Ensure that Tickets are closed within SLA, updated with adequate resolution comments, and feedback given to the requestors.
Escalate any incidents / tickets that cannot be resolved within the Application Support scope to the Development Support Team when needed per the "Development Support Ticket Logging Guideline".
Manage & followups on tickets escalated to the 'Development Support Team" until resolution SQL query writing for incident investigation & resolution.
Work in close relationship with the Development Support Team as well as Infrastructure Teams i.e Network Operators, Database Administrators, and other technical teams in resolving incidents.
Continuously implement & adhere to all steps in SOP's throughout the semester (Shared Documents for Application Support Team).
Continuously adhere to Service Level Agreements (SLA's) for all internal and external clients.
Demonstrate knowledge growth by way of obtaining work related certificate or creating SQL Query that assist the team or uploading knowledge base articles.

Minimum requirements:

Diploma in Information Technology or other relevant qualification
ITIL Certificate

years in similar role

Excellent database knowledge and experience using MySQL (writing SQL scripts)
Good networking skills: TCP/IP, Load Balancers, Firewall, VPN'S
Customer Support experience
Experience with support ticketing systems such as Freshdesk

Non-negotiable skills/experience

Demonstrates true passion for customer centricity and Software support.
Highly adaptive and flexible to a changing environment.
Demonstrates crossfunctional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and everchanging environment.
Ability to follow instructions, work independently, or function in a team as needed.
Willing to work extended hours may include standby.
Knowledge of ITIL processes (incidents, Change & Problem Management).
Ability to effectively convey information of a highly technical nature to nontechnical audiences for example, between Finance and Technology.
Experience documenting KB articles and how to reference guides to enable 1st line support and more junior team members to easily pick up work.
A good understanding of the endtoend process and a willingness to learn.