Junior Application Support Analyst

Job Description

• 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. (Advantageous).
• 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‑functional platforms and teams.
• Ability to be flexible and capable of adapting and offering support across various departments and product teams.
• 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.

• User Support:
  Provide first‑line technical assistance via various channels (e.g., Whats App, email, Skype).
• Issue Resolution:
  Troubleshoot software/system issues using tools and SOPs, while safeguarding data.
• Monitoring:
  Watch system dashboards and alerts, elevate as needed and communicate outages.
• Ticketing:
  Log and prioritize incidents, elevate critical issues and maintain ticket updates.
• Problem Management:
  Analyze trends, suggest improvements and enhance SOPs/documentation.
• Knowledge Sharing:
  Maintain support records and contribute to the knowledge base.
• Shift & SLA Compliance:
  Work flexible shifts, including holidays and meet SLA targets.
• Teamwork:
  Engage in team activities and support IT projects.

• Matric.
• A minimum of 6 months - 1-year relevant application support experience. (Advantageous).
• Relevant qualification in IT:
  Computer Engineering OR Software Programming (Degree or Diploma).
• Flexibility to work shifts.