End User Support Technician

KEY OUTPUTS

1. Application Support Analyst is responsible for the provision of application maintenance and support services to users of the organization in South Africa. The incumbent investigates problems with software applications, diagnoses root causes, and works on fixing them.
2. Handling of complex criminal high court matters.
3. The position reports to the Business Application Software Manager and works closely with other IS Specialists.
4. Receive and attend to logged incidents for support from business users, investigate problems and other requests for support, and determine appropriate actions to take. Prioritizes requests in accordance with agreed criteria.
5. Provide correct responses to logged incidents by means of writing SQL Queries, making modifications to system parameters, developing work-arounds, tracking, recreating, and routing workflow tasks and processes, providing training to business users, and escalating incidents to 2nd and 3rd party service providers.
6. Monitor progress of requests for support and ensure users and other interested parties are kept informed.
7. Monitor application logs, messaging systems, and application pools, services, and report any anomalies to ensure system availability.
8. Assist in testing the newly developed applications, system enhancements, and bugs.
9. Perform daily systems monitoring and integrations checks.
10. Monitor and resolve daily PPU payments errors.
11. Collaborate with other technical personnel in performing root cause analysis.
12. Proactively enable 2nd line to resolve incidents without undue escalation.
13. Participate in the daily agile scrum session towards ensuring high-quality delivery.

COMPETENCIES (SKILLS, KNOWLEDGE AND ATTRIBUTES)

1. A recognized Grade 12 certificate plus a three (3) year Computer qualification obtained at a University / Technikon, or other acknowledged tertiary institution.
2. Three (3) years relevant work experience in an IS Department.
3. A sophisticated collaborative style is advantageous.
4. Experience with querying databases using SQL.
5. Service excellence imperative.
6. Multi-level and diverse stakeholders.
7. Complexity in coordinating across organisational levels.
8. Networking with relevant stakeholders.
9. Integration across all of the business units.
10. Effective working relationship with the IS team.
11. Excellent analytical skills, business acumen, and the ability to deal with ambiguity and meet demanding deadlines and manage projects.

Desired Skills:

1. SQL
2. Excellent Analytical Skills