Intermediate Application Support Analyst (DBN) needed at BETSoftware

You Bring:

• Matric
• 1 – 2 years’ experience in an Application Support environment.
• Relevant qualification in IT: Computer Engineering OR Software Programming (Degree or Diploma)
• ITIL Certifications (Advantageous)
• Microsoft Certifications (Advantageous)
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic / Grafana and Prometheus
• Experience with service-level agreements and ticket management tools.
• 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. Incumbent must be able to maintain databases and supporting data integrity under supervision
• Understanding of change management processes and experience in coordinating software deployments and releases.
• Experience in utilising diagnostic tools, log analysis, and debugging techniques to identify root causes of problems.
• Flexibility to work shifts.

What You’ll Do:

Technical Support

• Refine metrics for baseline monitoring.
• Act as the second point of contact for technical assistance if unresolved by first line.
• Minimise financial and reputational damage by addressing complaints effectively.
• Follow up on escalations, ensuring resolution and customer communication.
• Manage the incident queue for third-line escalation, triage, and re-prioritisation.
• Alert teams about major downtime or maintenance and ensure resolution.
• Test websites and systems to identify and resolve functionality, performance, and usability issues.
• Monitor dashboards and system alerts for proactive issue resolution.
• Resolve moderately complex software issues (e.g., SQL queries, application errors), escalate critical issues.
• Write and modify SQL queries to generate reports, optimise databases, and ensure data integrity.