End User Support Technician

RESPONSIBILITIESApplication 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 availabilityAssists 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.