We Want You:

Take the next step in your career, join BET Software as a Junior Application Support Analyst! In this role, you’ll be on the frontlines, solving issues and ensuring seamless system performance. You’ll be the first point of contact for Level 1 support issues, testing sites and systems, and monitoring dashboards for any hiccups. You’ll create product problem reports, follow standard procedures to resolve issues efficiently, and collaborate with cross-functional teams to troubleshoot and escalate when necessary. BET Software operates 24/7, so you'll be scheduled to provide live support, ensuring systems stay up and running. Ready to make an impact in a fast-paced environment? Apply now and grow with us!

You Bring:

Minimum Requirements:

• Matric
• A minimum of 6 months- 1-year 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. The incumbent must also have a good understanding of monitoring system software related dashboards.
• Experience in ITIL Foundation (Advantageous)
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to nontechnical users on cross function platforms
• Understanding of documenting SOP’s in a software related environment
• 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. Assist with maintaining databases and supporting data integrity under supervision

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.
• 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-level support via email, WhatsApp, phone, communication platforms or ticketing systems, assisting users with common software issues and escalating more complex problems to senior analysts.
• 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.
• Monitor software system dashboards and alerts to identify and report issues, learning to optimise performance with guidance.
• 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.

Troubleshooting:

• Provide detailed issue reports to relevant teams promptly.
• Use remote and diagnostic tools per SOPs.
• Identify key data, manage alerts/incidents, and escalate when needed.
• Log, categorise, and follow up on incidents per company protocols.
• Resolve common software issues related to setup, functionality, and user errors.
• Escalate complex issues to second-line support and assist with triage.
• Collaborate with senior analysts to improve troubleshooting and problem resolution.

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

Issue Management & Logging:

• Accurately record and track customer issues in the support system.
• Follow triage guidelines and escalate to Level 2 when needed.
• Categorise and prioritise tickets per SLA requirements, ensuring timely updates.
• Communicate issue progress to teams and clients, escalating critical matters.
• Learn disaster recovery and change management processes, assisting as needed.

Alert Management & Communication:

• Notify stakeholders of outages, maintenance, or critical incidents promptly.
• Coordinate with business and client teams on impact and resolution updates.
• Document troubleshooting steps, escalate recurring issues, and update the knowledge base.

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.

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.