Intermediate Application Support Analyst

• 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.

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 escalate 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.
• Matric
• 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.