Application Support Analyst

We power insights for better, safer workplaces together.

We are looking for a motivated Application Support Analyst to join our dynamic team. As a key intermediary between the Customer Support and Development teams, you will leverage your deep technical knowledge and advanced problem-solving skills to efficiently resolve complex issues. Your role will be crucial in ensuring technical problems are addressed promptly and support standards are maintained. This is an exciting opportunity to thrive in a fast-paced, growing tech environment. If you're a self-motivated, excel in managing time and solving problems, and can communicate complex IT issues to non-technical audiences, we want to hear from you!

• OUR TEAM'S STRENGTH COMES FROM EVERYONE'S INDIVIDUALITY
• About you
• Experience
• Minimum of 1+ year in a similar or related role.
• Knowledge
• Expertise in providing L1, L2, or L3 IT Support is desirable, Experience in handling production IT incidents, service restoration, and customer communication, Familiarity with support ticketing systems and remote support tools. Experience in tech-related retail environments is a plus.
• Certifications
• Bachelor's degree in Computer Science, Computer Systems Engineering, or related field.
• Skills
• Ability to explain complex IT issues to non-technical audiences and manage customer expectations, excellent problem-solving skills and ability to self-research solutions, strong time management and task prioritization skills.
• DELIVERING THE GOOD, STRIVING FOR THE GREAT
• Position responsibilities include but are not limited to
• Service Level Agreements (SLAs)
• Provide Level 2 support to troubleshoot and resolve requests as per established standards.
• Diagnose and document software bugs, escalate to the development when needed.
• Triage and prioritize support tickets based on urgency and impact.
• Manage incident communications and coordinate service restoration..
• Document all actions to track SLA compliance.
• Customer Value
• Monitor and analyze system behavior, proactively troubleshooting alerts before they escalate.
• Review support tickets to identify trends and advocate for improvements.
• Build technical capability within the Customer Support Team and share knowledge on new features.
• Develop and automate reports and data exports as required.
• Process and Documentation
• Document processes, workflows, and technical documentation.
• Maintain support activitiy records and suggest process improvements.
• Stay updated with product changes and address recurring issues with development teams.
• Continuous Improvement
• Provide ad-hoc training on new features for internal stakeholders.
• Maintain a post-release issue register and assist with QA regression testing.
• Act as a contact for product features and training.
• Support ISO in completing cybersecurity questionnaires for potential customers.
• Postmortem Analysis
• Conduct thorough root cause analysis of high-impact incidents.
• Document incident impacts, timelines, and contributing factors.
• Communicate actionable steps to prevent future incidents.
• ARE YOU READY TO BE A KINATICAN?

Where our passion, talent, delivery and impact collide our purpose lies. As a global leader in Reg-Tech, we help organisations to know their people and foster safer workplaces.