Intermediate Application Support Analyst

Job Description

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 escalates 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.

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