Junior Application Support Analyst

BETSoftware; Durban; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading software support company in Durban is seeking an Application Support Technician to provide first-level support and ensure optimal system performance. The ideal candidate will have a minimum of 6 months to 1 year of relevant experience, proficiency in monitoring tools, and strong communication skills to assist users with software-related queries. Flexibility to work shifts is essential. This role presents an opportunity to engage in a dynamic support environment and enhance problem-solving capabilities.

Qualifications

• Matric.
• A minimum of 6 months – 1 year relevant application support experience.
• Flexibility to work shifts.
• Experience in ITIL Foundation (advantageous).

Responsibilities

• Provide first-level support via email, WhatsApp, phone, and ticketing systems.
• Perform testing of websites and systems to identify and resolve issues.
• Monitor dashboards and system alerts to identify and address issues.
• Offer first-level support assistance through various channels.

Skills

Excellent communication skills

Problem-solving skills

Attention to detail

Ability to multitask

Education

Relevant qualification in IT: Computer Engineering or Software Programming

Tools

Dynatrace

Elastic

Grafana

Prometheus

SQL

Job description

Job Description

Possesses strong written and verbal communication, interpersonal, and technical skills. Demonstrates excellent problem‑solving, attention to detail, and the ability to multitask in fast‑paced, deadline‑driven environments. Highly organized, resourceful, and resilient, with the ability to work independently or in teams. Communicates technical concepts clearly to non‑technical users and maintains a customer‑focused, professional approach. Shows high integrity, confidentiality, and a commitment to quality support. Proficient in software development and Microsoft Office tools.

Responsibilities

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 enable 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 agreed timeframe.
• 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 escalates 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 enhancements.
• Escalate statistics to management indicating the impact of these changes or the lack of change.
• Identify the need for new SOPs 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 & Logging

• Accurately record and track customer issues in the support system.
• Follow triage guidelines and escalade 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, escalates 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.

Qualifications

• 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 non‑technical users on cross‑function platforms.
• Understanding of documenting SOPs 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.