Application Support Analyst L1 (DBN)

We Want You:

Ready to be the frontline hero ensuring the seamless operation of our cutting-edge software systems? BET Software is on the hunt for two Application Support Analysts L1 to tackle challenges head-on. Your mission: identify and resolve issues, perform troubleshooting with precision, and take decisive actions based on SOPs. In this 24/7 operation, your commitment to live support is crucial. If you’re ready to thrive in a dynamic environment and make a real impact, seize this opportunity. Apply now and be the catalyst for operational excellence!

You Bring:

• • 0-1-year experience on an IT service desk.
  • Preferred qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma).
  • 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.
  • Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus etc. (advantageous)
    Experience in ITIL Foundation. (advantageous)

What You’ll Do:

Monitoring and Control

• • Monitor and refine metrics to be used as a baseline for monitoring.
  • 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.
  • Alert all relevant teams of any major downtime or maintenance and follow through until resolution.
  • Ensure systems are tested efficiently and effectively and errors are raised timeously.

Trouble Shooting

• • Actively seek to provide as much information as possible to the relevant teams within the shortest time.
  • Use remote tools as appropriate.
  • Use diagnostic tools/techniques and SOPs
  • Identify the relevant data to manage the alert/incident/issue and inform the relevant teams.
  • Refer the alert/incident/issue to the relevant party.
  • Manage the incident queue for escalation to the second line support where necessary, including triage and re-prioritisation.
  • Identify and fix typical software issues with setup, functioning, and user error.
  • Adhere to established protocols for resolving issues.

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 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 and Logging:

• • Precisely record and keep track of customer complaints, incidents, and service requests inside the support system.
  • Follow the support triage guidelines effectively and efficiently when dealing with support related queries, where necessary escalate to Level 2 support or other pertinent teams.

Knowledge Base Maintenance:

• Create and maintain instructions and documents to assist in managing the support knowledge base.
• Keep yourself informed about current trends and industry knowledge to ensure you are delivering solutions and performing in line with the latest support industry trends.

Living the Spirit:

• We are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations.
• We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
• We understand that our collective efforts drive success. We actively seek out collaboration to ensure a seamless and efficient support system.
• Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively.
• We thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
• We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved.
• We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
• We foster open and honest communication, sharing insights and feedback to promote an atmosphere of trust and collaboration.
• We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
• We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.

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 only candidates who meet the minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.