Junior Application Support Analyst (DBN)

Betting Entertainment Technologies (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 150,000 - 250,000; Full time

Job summary

An established industry player seeks a Junior Application Support Analyst to join their dynamic team. In this role, you will be the first line of defense, providing essential support and troubleshooting for application issues. Your responsibilities will include monitoring system performance, resolving user queries, and collaborating with various teams to ensure seamless operations. This is an exciting opportunity to grow your career in a fast-paced environment, where your contributions will directly impact the effectiveness of the systems in use. If you are passionate about IT and customer service, this role is perfect for you.

Benefits

Learning and development programs

Growth opportunities

Incentives for performance

Qualifications

• Minimum 6 months to 1 year of application support experience required.
• Relevant IT qualification is essential for this role.

Responsibilities

• Provide first-level support via various communication platforms.
• Monitor dashboards and system alerts for issues proactively.
• Log and categorize customer issues in the support system.

Skills

Problem-solving

Communication skills

Attention to detail

Customer-focused attitude

Software Development skills

Organizational skills

Education

Matric

Relevant qualification in IT (Degree or Diploma)

Tools

Dynatrace

Elastic

Grafana

Prometheus

Microsoft Office

Job description

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.
• Experience in ITIL Foundation (Advantageous)
• Excellent communication skills, both written and verbal.
• 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.
• Basic understanding of SQL for running and modifying queries.

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.
• 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.

What You’ll Do:

Technical Support:

• Provide first-level support via email, WhatsApp, phone, communication platforms or ticketing systems.
• 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.
• 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.

Troubleshooting:

• Provide detailed issue reports to relevant teams promptly.
• Use remote and diagnostic tools per SOPs.
• 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.

Problem Solving:

• Identify areas of improvement and recommend improvements.
• Escalate statistics to management indicating the impact of these changes.
• Identify the need for new SOP’s or SOP updates.
• Create or update relevant documents as more information becomes available.

End-User Support:

• Offer first level support assistance through various channels, such as WhatsApp chats, email, 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.

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.

Alert Management & Communication:

• Notify stakeholders of outages, maintenance, or critical incidents promptly.
• Coordinate with business and client teams on impact and resolution updates.

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.

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 Team members 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.