Junior Application Support Analyst

About the role

We are looking for a motivated Junior Application Support Analyst to join our IT team. You will provide first‑line technical assistance, monitor system health, and help resolve software issues while working closely with cross‑functional product teams.

Key responsibilities

• Provide first‑line support via WhatsApp, email, Skype and other channels.
• Troubleshoot software and system incidents using monitoring dashboards and standard operating procedures.
• Monitor alerts on Dynatrace, Elastic, Grafana and Prometheus; escalate outages and communicate status.
• Log, prioritize and update tickets; ensure SLA compliance and shift coverage.
• Analyze incident trends, suggest process improvements and update SOP documentation.
• Maintain support knowledge base and share information with the team.

Required profile

• Matriculation (high school) with 6 months to 1 year of relevant application support experience (advantageous).
• Relevant IT qualification – Computer Engineering or Software Programming (degree or diploma).
• Flexibility to work rotating shifts, including holidays.
• Good written and verbal communication skills, able to explain technical concepts to non‑technical users.

Required skills

• Experience with monitoring tools such as Dynatrace, Elastic, Grafana and Prometheus.
• Basic understanding of SQL for running and modifying queries.
• Familiarity with ITIL Foundation concepts (advantageous).
• Ability to follow documented SOPs and standard troubleshooting procedures.