Title
Junior Application Support Analyst
Job Description
Ready to launch your tech career into orbit? Altron Digital Business Software Engineering is seeking a bright, enthusiastic Junior Application Support Analyst to join our dynamic team! This is your launchpad to dive into the exciting world of software support, where you'll learn to tackle front-end and back-end challenges, master cloud-based solutions, and lay the foundation for a stellar career in tech.
As our rising star, you'll learn to evaluate and resolve emerging software issues; Assist in maintaining meticulous records of bugs and glitches; Shadow senior team members in on-call support scenarios; Gain hands-on experience with cutting-edge software applications and cloud technologies.
Our client provides a comprehensive employee financial wellness programme to corporate companies and public entities. Working closely with their client as employers, the programme helps to free employees from over-indebtedness and set them on the path to long-term financial wellness.
The Loyalty and Rewards Programme consists of an application, portal and platform to enable continuous engagement between our client and their customers through a defined user journey to financial wellness as well as enhancing disposal income and providing relevant value-added services.
It is an event-driven gamification platform which rewards and recognizes people for positive behavior and participation from a 360 view which integrates with various event data sources, combined with user-friendly interfaces, and provides reward and recognition mechanisms to motivate engagement, positive user behavior and progress towards financial wellness.
KEY RESPONSIBILITIES:
- Respond to and resolve user-reported issues and requests related to application functionality
- Assist to monitor application performance and identify, address or escalate potential problems
- Exposure to monitoring tools such as AppDynamics / Dynatrace/ Elastic / Kibana / Grafana and Prometheus.
- Assist in monitoring cloud-based application performance
- Collaborate with development teams to troubleshoot complex issues and implement solutions
- Help troubleshoot basic cloud connectivity issues, slow performance following troubleshooting steps
- Maintain and update application documentation, including user guides and troubleshooting procedures
- Participate in the deployment and post implementation testing of software updates and new features under supervision
- Assist senior team members with testing of software updates or new applications enhancements.
- Participate in user training sessions
- Participate in cloud migration projects and post-migration support
- Contribute to the continuous improvement of support processes and procedures
- Addressing advanced customer business and technical queries
- Attend and provide input into weekly, monthly and ad hoc customer support meetings
- Review and improve operational requirements relating to the business processes
- Advise and train support teams with investigations and support processes
- Participate in performance measurement of support team members
- Be available to standby personnel for significant events
- Participate in the support team standby schedule
Educational Qualifications:
- 3 Year tertiary qualification or a relevant IT qualification
Professional Qualifications
- Proficiency in SQL and database management
- Proficiency in at least one major cloud platform (AWS or Azure)
- Familiarity with application lifecycle management tools
- Familiarity with containerization technologies (e.g., Docker, Kubernetes)
- Experience with cloud automation and orchestration tools
- Knowledge of ITIL practices and principles
- Experience with ticketing systems (Remedy, Jira) and support workflows
- Understanding of network protocols and infrastructure
- Understanding of Infrastructure as Code (IaC) concepts
Years of Experience
- 3 – 5 years application support engineer experience
Other requirements
- Relevant Information Technology Diploma/Degree
- Relevant IT certifications (e.g., ITIL, CompTIA)
- Associate-level cloud certifications (e.g., AWS Certified Solutions Architect - Associate, Microsoft Certified: Azure Administrator Associate)
- Experience with specific business applications used in our organization
- Experience with multi-cloud or hybrid cloud environments
- Knowledge of scripting languages (e.g., Python, PowerShell)
- Knowledge of serverless computing concepts and technologies
Behavioural Competencies
The incumbent is required to have demonstrated the following competencies:
- Good oral and written communication skills
- Good customer relationship skills
- Quick learner (short initial ramp up period)
- Above average knowledge of working with business applications on Windows & Linux, Mirco-services, AWS Cloud, etc.
- Capability to understand, assist with and compile comprehensive Incident reports & PIR discussions
Education
National Diploma: Information Technology (Required)
Languages
English
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What We Do
Altron is a proudly South African technology group. We harness the power of data, technology and human ingenuity to solve real-world problems, from the everyday to the epic. A technology industry leader since 1965, we’re partnering with customers across all industries to help them grow, build a thriving economy and transform today into a simpler, safer and smarter tomorrow. Altron operates in six countries, employs 4,700+ people and reported revenue of ZAR 7.9bn for the 12-month period ended 28 Feb 2023.
