Intermediate Application Support Analyst needed at BETSoftware

Skill Set

• Strong communicator with excellent interpersonal, organizational, and problem-solving abilities. Demonstrates attention to detail, initiative, and resilience in fast-paced, deadline-driven environments.
• Skilled in software development, Microsoft Office, and technical diagnostics, including log analysis and debugging. Customer-focused, professional, and committed to integrity, confidentiality, and high-quality support. Experienced in change management and software deployment coordination.

Responsibilities

Technical Support Summary

• Provide second-line technical support to resolve complex system and application issues, ensuring minimal downtime and customer impact. Monitor systems, manage incidents, and escalate unresolved problems as needed.
• Maintain and document support processes, update the knowledge base, and mentor Level 1 staff. Collaborate with development and business teams on issue resolution, testing, and deployments. Ensure SLA compliance, accurate communication, and continuous improvement in support efficiency and service quality

Qualifications

• Matric with 1–2 years’ experience in Application Support. Holds or pursuing an IT-related qualification (Computer Engineering or Software Programming). Knowledge of ITIL and Microsoft certifications is advantageous.
• Experienced with monitoring tools (Dynatrace, Elastic, Grafana, Prometheus) and ticketing systems. Basic proficiency in SQL, software troubleshooting, and change management processes.
• Skilled in diagnostic tools, log analysis, and debugging. Flexible, adaptable, and able to work shifts while supporting multiple teams and products.