KEY DUTIES AND RESPONSIBILITES:
Will be part of a dynamic Application Support team of self-motivated individuals.
Ensure that all assigned Tickets are actioned daily and accurately updated daily.
Ensure that Tickets are closed within SLA, updated with adequate resolution comments, and feedback given to the requestors.
Escalate any incidents / tickets that cannot be resolved within the Application Support scope to the Development Support Team when needed per the “Development Support Ticket Logging Guideline”.
Manage & follow-ups on tickets escalated to the ‘Development Support Team” until resolution SQL query writing for incident investigation & resolution.
Share knowledge and expertise with other Application Support Analysts & Service Desk Team to enhance the quality of customer service and applications support while you also continuously learn.
Facilitate / Take ownership of knowledge sharing and training suggestions regarding applications & systems processes to the business.
Identify and resolve, technical or application issues affecting the smooth running of the business.
Work in close relationship with the Development Support Team as well as Infrastructure Teams i.e Network Operators, Database Administrators, and other technical teams in resolving incidents.
Continuously implement & adhere to all steps in SOP’s throughout the semester (Shared Documents for Application Support Team).
Continuously adhere to Service Level Agreements (SLA's) for all internal and external clients.
Demonstrate knowledge growth by way of obtaining work related certificate or creating SQL Query that assist the team or uploading knowledge base articles.
Minimum requirements
Diploma in Information Technology or other relevant qualification
ITIL Certificate
3 – 4 years in similar role
Excellent database knowledge and experience using MySQL (writing SQL scripts)
Good networking skills: TCP/IP, Load Balancers, Firewall, VPN’S
Customer Support experience
Experience with support ticketing systems such as Freshdesk
Non-negotiable skills/experience
Demonstrates true passion for customer centricity and Software support.
Highly adaptive and flexible to a changing environment.
Demonstrates cross-functional expertise and be highly adaptive and flexible with the ability to thrive in a highly complex and ever-changing environment.
Ability to follow instructions, work independently, or function in a team as needed.
Willing to work extended hours – may include standby.
Knowledge of ITIL processes (incidents, Change & Problem Management).
Ability to effectively convey information of a highly technical nature to non-technical audiences for example, between Finance and Technology.
Experience documenting KB articles and how to reference guides to enable 1st line support and more junior team members to easily pick up work.
A good understanding of the end-to-end process and a willingness to learn.
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