We Want You:

Join us as an Intermediate Application Support Analyst and be the bridge between our users and technology! You'll ensure smooth system performance, troubleshoot software issues, and optimise systems. In this role, you'll support operations, assist with upgrades, and follow SOPs to maintain peak performance. As part of our 24/7 team, you'll provide live support and handle escalated Level 2 issues, collaborating with cross-functional teams for effective solutions. You’ll also refine support processes and contribute to projects enhancing software reliability. Apply now and help optimise technology for our users!

You Bring:

• Matric
• 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.
• Resolve moderately complex software issues (e.g., SQL queries, application errors), escalate critical issues.
• Write and modify SQL queries to generate reports, optimise databases, and ensure data integrity.

 

Provide Advanced Technical and Business Support

 

• Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
• Manage, maintain, and support applications and their operating environments.
• Assess risk and impact of production issues/changes and escalate to the business and development teams.
• After-hours availability for critical support when required.
• Conduct testing of applications, assist with UAT, and validate deployments to ensure software quality and functionality.
• Proactively suggest improvements for system processes, monitoring, and troubleshooting workflows based on experience and observed inefficiencies.

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.
• Ensure the protection of all user and company data in compliance with company privacy policies.
• Provide direct support to end-users, troubleshoot and resolve more technical issues, and communicate solutions clearly across various channels.

 

Issue Management and Logging

• Precisely record and keep track of customer complaints, incidents, and service requests inside the support system.
• Categorise and prioritise support tickets by SLA requirements, ensuring accurate and timely updates to reflect ticket status and progress.
• Initiate and lead problem management activities, including root cause analysis, corrective actions, and preventive measures to minimize future incidents.
• Audit old tickets (On-hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks.
• Assist with implementing system changes and contribute to disaster recovery processes, ensuring business continuity during incidents.

 

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.
• Regularly monitor application performance and system metrics, proactively identifying and troubleshooting performance bottlenecks.

 

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.

 

Resolution of Issues

Identify and resolve software issues related to system integration, database failures, and application functionality.

• Follow standard processes for issue resolution and documentation.
• Report unresolved problems to development or Level 3 support, providing details and, if needed, replicating issues.
• Act as an escalation point for Level 1 analysts, offering guidance and assistance.
• Collaborate with development teams, system admins, and stakeholders to escalate critical issues 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.
• Maintain detailed documentation of troubleshooting procedures, resolutions, and customer interactions for future reference and knowledge sharing.
• Help create and conduct sophisticated software support-related user training and work together to develop user training materials with Level 1 assistance.

 

Teamwork

• Participate in software patch testing, upgrades, and maintenance.
• Collaborate with development and deployment teams on updates, patches, and configuration changes.
• Work with cross-functional teams (DBAs, developers, vendors) to resolve issues, enhance system efficiency, and implement new features.
• Lead Level 1 team members or graduates as needed.
• Follow the handover process at the end of shifts. May participate in large-scale technology projects. Perform technical assistance, update records, and maintain user instructions for Bet Software services and third-party products.

 

Key skills/attributes:

• Strong written and verbal communication, with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving, attention to detail, and organizational skills.
• Ability to multitask in a deadline-driven, fast-paced environment.
• Customer-focused, with a commitment to high-quality support.
• Professional, resilient, and resourceful, with strong interpersonal skills.
• Proficient in Microsoft Office and software development.
• High integrity, confidentiality, and punctuality.

Living the Spirit:

• We deliver exceptional support, constantly striving to exceed customer expectations.
• We embrace challenges as opportunities and seek innovative solutions to enhance our products and services.
• We value collaboration, driving success through teamwork and efficient support systems.
• Our customers are our priority, and we resolve issues promptly and effectively.
• We thrive in change, staying adaptable and open to new possibilities.
• We take ownership, following best practices to resolve issues and ensure customer satisfaction.
• We commit to continuous personal and professional growth to better serve our customers and company.
• We promote open communication to foster trust and collaboration.
• We identify improvement areas and recommend changes to stay ahead of potential issues.
• We follow SOPs while updating documentation for better processes.

The Company We Keep:

At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest

Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.