Support Analyst

Recruiter:

IntelliStaff

Job Ref:

JHB002500/CA

Date posted:

Monday, October 24, 2022

Location:

Capetown, South Africa

Salary:

MR Monthly

JOB SUMMARY:
Our client is looking for an experienced Support Analyst to join their Implementation and Support Team. He or she will have at least 4 years of working within Payments 24x7 support, ideally on the ACI Postilion payments switch or within cloud products on AWS or other cloud platforms

JOB DESCRIPTION:

Area: Century City Cape Town

Responsibilities:

Understanding and following contractual agreements with customers relating to support and all internal support processes.
Part of the 24x7 1st line production support rota for all of our customers and all our product sets, of which there are many.
Responsible for managing production support incidents, gathering data, performing tests and replicating and resolving the causes of these incidents.
Management of support tickets / incidents to which they are assigned, including all related stakeholder communications and keeping these tickets up to date.
Compiling and walking through regular production support reports with relevant customers
Answering customer questions (not necessarily incidents) related to production configuration and operation by testing, reviewing code (if available and it is within their skillset) and reviewing documentation.
Installing applications and troubleshooting failure of installations.
Contributing to developing training material of support processes not yet documented.
Performing other duties as assigned.

Qualification and experience
Bachelor’s degree in a software, technical or related field from a recognised institution.
Minimum 4 years’ experience as a Support Analyst or similar role within a software organisation, preferably in Payments and Postilion.
Experience with Agile development methodologies like Scrum
Experience with Atlassian Jira and Confluence
Excellent analytical and investigative skills
Ability to deal with stress, as the job will entail obstacles, challenges and responsibility.
Proficiency in standard Windows-based IT applications
Technical Information
The Products that the Support Analyst will be supporting use the following technologies

Windows (Windows 10, Windows Server)
ACI Product Set (Postilion)
Databases (Microsoft SQL Server, SQL Databases)
Amazon Web Services

NB! This job is now closed. You can apply for other jobs by uploading your CV.

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