End User Support Technician

Recruiter:

Phaki Personnel

Job Ref:

JHB000191/L

Date posted:

Tuesday, April 15, 2025

Location:

Johannesburg, South Africa

SUMMARY:
MINIMUM REQUIREMENTS

A recognized Grade 12 certificate plus a three (3) year Computer qualification obtained at a University / Technikon, or other acknowledge tertiary institution.
Three (3) years relevant work experience in an IS Department
A sophisticated collaborative style is advantageous
Experience with querying databases using SQL
Service excellence imperative
Multi-level and diverse stakeholders
Complexity in co-ordinating across organisational levels.
Networking with relevant stakeholders
Integration across all of the business units
Effective working relationship with the IS team.
Excellent analytical skills, business acumen and the ability to deal with ambiguity and meet demanding deadlines and manage projects

POSITION INFO:
RESPONSIBILITIES

Application Support Analyst is responsible for the provision of application maintenance and support services to users of the ompany. The incumbent investigate problems with software applications, diagnose root causes, and work on fixing them. Handling of complex criminal high court matters.
The position reports to the Business Application Software Manager and works closely with other IS Specialists.
Receive and attend to logged incidents for support from business users, investigate problems and other requests for support and determines appropriate actions to take. Prioritizes requests in accordance with agreed criteria.
Provide correct responses to logged incidents by means of writing SQL Queries, making modifications to system parameters, developing work-around; track, recreate and route workflow tasks and processes, provide training to business users and escalation of incidents to 2nd and 3rd party service providers.
Monitor progress of requests for support and ensure users and other interested parties are kept informed.
Monitor application logs, messaging systems and application pools, services and report any anomalies to ensure system availability
Assists in testing the newly developed applications, system enhancements and bugs.
Perform daily systems monitoring and integrations checks.
Monitor and resolve daily PPU payments errors.
Collaborate with other technical personnel in performing root cause analysis.
Proactively enable 2nd line to resolve incidents without undue escalation.
Participate in the daily agile scrum session towards ensuring high-quality delivery.

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