- 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 SOPs 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., WhatsApp, email, Skype). Issue Resolution: Troubleshoot software/system issues using tools and SOPs, while safeguarding data. Monitoring: Watch system dashboards and alerts, escalate as needed, and communicate outages. Ticketing: Log and prioritize incidents, escalate 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.
Qualifications
- 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.
