It jobs in United Kingdom

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.

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.