248 Senior Support Analyst jobs in South Africa

Role Overview:

Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining great customer service relationships and upholding the SLA between Sybrin and our customers. Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin’s in house proactive monitoring and automated recovery software. Working in a team is mandatory, strong interpersonal relationships and being able to work under pressure is crucial.

Apply for this role if you are detail orientated, customer service oriented and enjoy satisfaction from solving complex problems. You will have an opportunity to mentor / coach Junior engineers in this role as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role (we expect competence in remote work technologies for supporting customers). You must be willing to work and support customers on weekends or after normal hours for which there is fair compensation.

Qualifications and Experience:

• Degree + Professionally Skilled Level.
• Minimum of 2 year's experience at Associate level or minimum 4 years’ experience at Intermediate level. 

Key Responsibilities:

• As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives.
  
• The Application Support Engineer (ASE) is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience. You will work to prevent recurring incidents and resolve any repeated issues within agreed time frames.
  
• As an Application Support Engineer (ASE), you will lead by example in managing the Incident Management System (IMS). Your role involves ensuring that all tickets are accurately updated and closed according to SLA standards, while also meeting quality expectations.
  
• As an Application Support Engineer (ASE), you will set the standard for technical and professional interactions with customers. Leveraging your service delivery experience, you will aim to exceed customer expectations and foster strong, trust-based relationships.
  
• As an experienced member of the Service Delivery team, the Application Support Engineer (ASE) will lead key functions and assume responsibilities typically managed by the Support Tech Lead. You will provide leadership and guidance to Juniors, and actively support and promote initiatives set by the Support Tech Leads.
  
• The Application Support Engineer (ASE) will handle escalations from Juniors, providing guidance on problem-solving, log file analysis, and troubleshooting. You will ensure adherence to Sybrin support and development best practices, implementing improvements where necessary. You will also manage customer escalations related to medium to high-impact issues while keeping management and the Support Tech Lead informed.
  
• The Application Support Engineer (ASE) is expected to positively influence and uphold the company culture within the teams under the Support Tech Lead and Service Delivery Manager (SDM). This includes reinforcing company values, providing regular recognition, and using constructive feedback to address deviations from these values. Additionally, you will share aspects of our company culture with customers to enhance our brand identity.
  
• The Application Support Engineer (ASE) is responsible for delivering high-quality solutions on time, adhering to Sybrin standards and best practices. You will be involved in all stages of solution delivery to ensure readiness for support, and maintain a strong understanding of the code and backend workings of the solutions you support.
  
• The Application Support Engineer (ASE) is responsible for applying deep knowledge of systems, components, and business processes to guide or create comprehensive test cases. You will conduct effective testing, anticipate impacts of changes, and maintain a database of test cases to streamline future testing efforts
  
• The Application Support Engineer (ASE) is expected to demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices. You will be responsible for continuously improving your skills, following code review procedures, and ensuring high-quality, stable solutions.

Critical Technical and Behavioral Skills Required:

• Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL);
• OFFICE 365 (MS teams, Excel, Word, Outlook, PowerPoint);
• VISIO or DRAW.IO (ability to draw basic system flows and Diagrams and understand these and associated symbols);
• Infra / Networking concepts for physical as well as cloud hosted solutions;
• IIS (hosting of web applications, managing certificates, debugging we applications);
• Web Services;
• Customer Service Mindset / ITIL;
• Team Player;
• Works well under pressure;
• Go Getter;
• Self-Motivated;
• Innovative;
• Accountable;
• Proactive;
• Reliable and dedicated.

Job Summary:

The Senior Application Support Analyst is responsible for evaluating and resolving application issues, communicating with development teams, maintaining comprehensive issue logs, and supporting both front-end and back-end systems. The role includes advanced troubleshooting, on-call support in a 24/7 operation, and overseeing performance of business-critical software applications. Collaboration with internal teams and leadership of junior team members are key to success in this role.

Key Responsibilities

Technical Support

• Act as third-level support for unresolved technical issues from phone, chat, or email channels.
• Manage incident queues, triage escalations, and ensure resolution within SLA.
• Perform root cause analysis and provide proactive monitoring strategies.
• Deliver high-level support during system outages and failures.
• Ensure secure, maintainable, and scalable application solutions.
• Alert stakeholders of downtime or maintenance, ensuring transparent communication.

Deployment Support

• Support operational teams with solution delivery and post-deployment monitoring.
• Conduct impact analysis and manage rollback events.
• Oversee UAT and regression testing to ensure quality releases.
• Ensure change management protocols are followed.

Advanced Technical and Business Support

• Maintain and support critical applications in production.
• Drive efficiency and stability through expert-level troubleshooting.
• Coordinate with vendors and stakeholders during major incidents.
• Document technical solutions and escalate unresolved issues when needed.
• Lead critical incident resolution and stakeholder communication.

Debugging

• Conduct in-depth debugging of logs, databases, and code.
• Modify code when necessary, ensuring testing and validation before rollout.
• Participate in retrospectives to drive improvements.
• Maintain user data security and follow development best practices.

Issue Resolution & Escalation

• Identify and resolve complex software issues (e.g., integration, database faults).
• Mentor junior analysts in resolving complex problems.
• Lead disaster recovery planning and ensure adherence to change control.
• Report unresolved issues to developers with replicable steps and logs.

Knowledge Base Maintenance

• Maintain technical documentation and SOPs.
• Conduct training for junior analysts and support teams.
• Share knowledge through training, articles, and workshops.
• Compile daily reports on incidents, service requests, and changes.

User Training

• Develop and deliver user training materials and sessions.
• Support Level 1 and 2 teams with documentation and guidance.

Quality Assurance

• Participate in patch and upgrade testing cycles.
• Validate bug resolutions before deployment.

Strategic Guidance & Decision-Making

• Advise management on support risks, optimization, and technical challenges.
• Collaborate on system enhancements and upgrades.
• Lead mentoring initiatives and team development.
• Follow ITSM frameworks like ITIL and promote adherence to process.

Continuous Improvement

• Identify opportunities for automation and standardization.
• Lead initiatives to streamline support processes and workflows.

Incident Management

• Take ownership of critical incidents and lead resolution.
• Coordinate with teams and vendors to resolve issues efficiently.
• Conduct post-incident reviews and implement corrective actions.

Alert Management & Communication

• Issue timely alerts for outages and system maintenance.
• Keep stakeholders updated on resolution progress and expected recovery.

Shift Work & SLA Adherence

• Provide shift-based and on-call support, including weekends and holidays.
• Ensure timely resolution of all support activities in line with SLA.
• Categorize Level 1 tickets and manage escalations effectively.
• Mentor team members on best practices and SLA compliance.

Teamwork

• Collaborate with the IT department and participate in special projects.
• Train and support junior staff and graduates.
• Champion a culture of learning, improvement, and accountability.

Minimum Requirements

• Matric .
• Relevant IT qualification (Degree or Diploma in Computer Engineering or Software Programming).
• Minimum 3 years in an Application Support environment .
• Minimum 1 year experience with databases and SQL .
• Minimum 1 year experience with server/client-side languages .
• Experience with monitoring tools (Dynatrace, Elastic, Grafana, Prometheus).
• Familiarity with ticketing systems and ITSM tools .
• ITIL certification (advantageous).
• Microsoft certifications (advantageous).
• Strong experience in writing complex SQL queries, database maintenance, and reporting.
• Knowledge of change management and software release processes.
• Flexible to work shifts and on-call support .

Key Skills & Competencies

• Strong verbal and written communication skills.
• Excellent problem-solving and attention to detail .
• Strong interpersonal and collaboration skills.
• High-level troubleshooting and debugging ability.
• Strong organizational skills and ability to multitask under pressure.
• Demonstrates integrity , confidentiality , and professionalism .
• Proficiency in Microsoft Office and general software development skills .
• Experience in mentoring and leadership roles.
• Commitment to continuous improvement and support excellence .

Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to

be unsuccessful.

Listing reference: clog_000100

Listing status: Online

Apply by: 10 July 2025

Job category: Helpdesk and Technical Support

Location: Durban

Contract: Permanent

Remuneration: Market Related

EE position: No

City Logistics understands supply chains and the importance of adding maximum value, as well as providing cost-effective solutions and the highest service levels.Our extensive network throughout Southern Africa has been developed over 30 years, offering an exclusive supply chain solution, specializing in client and fleet requirements.This typically consists of a dedicated pool of vehicles and staff customized to the client’s operational needs, enabling the client to share the benefits of our procurement, maintenance and risk management capacity.We are passionate about what we do, passionate about Retail and service excellence.Let us be part of your solution.

Are you passionate about technology, driven by problem-solving, and experienced in supporting business-critical applications? We are looking for an Intermediate Application Support Analyst to join our dynamic IT team. In this role, you’ll play a vital part in ensuring the smooth operation of our software systems, assisting users, and working closely with developers to deliver high-quality support. If you thrive in a fast-paced environment, enjoy working with data, and have a strong foundation in SQL, we’d love to hear from you.

• Provide application support for in-house software, including detailed issueresolution and escalation to development teams.
• Execute and troubleshoot SQL queries and support database-related tasks (T-SQL proficiency required).
• Guide and train users to effectively resolve common issues.
• Support the deployment and testing of new applications and system enhancements.
• Ensure timely response and resolution of support tickets in line with SLA requirements.
• Maintain and manage application master data.
• Participate in testing, quality assurance, and feedback for system improvements.
• Occasional travel to client sites for onsite support or training.
• Collaborate with other support analysts on complex issue resolution.
• Provide regular updates to the Support Manager and contribute to ongoing teamknowledge and improvement.

• Degree/ Diploma/ Certification in Information Technology or related studies preferable.
• 2 – 5 years working experience in IT helpdesk environment a must.
• 3 - years current working SQL Knowledge a must.
• MS Suites a must.
• Strong Excel skills.
• Software Testing and UAT with proven track record.
• Exposure to Fresh Service, Freshdesk, GITLAB, ASANA would be an advantage.
• Exposure to a logistics/retail working environment would be an advantage.
• Knowledge of remote software (RDP, TeamViewer, VPN).
• Ability to follow predefined procedures and escalate timeously to the Support Manager
where required.
• Ability to meet deadlines and complete daily tasks within SLA timeframes.
• Ability to use knowledge base resources to resolve problem.
• Strong troubleshooting skills.
• Driver’s license and own car a must.
• Strong people skills and Team player.

Application Support Analyst

We're looking for an Intermediate Application Support Analyst to join a fast-paced, solutions-driven IT Support team. This role is at the heart of supporting, maintaining, and enhancing mission-critical business systems.

This isn't your typical support desk job - you'll act as a Product Owner for key systems, playing a vital role in both long-term projects and high-impact daily support. You'll work closely with internal teams, vendors, and partners to deliver tech solutions that power innovation in the financial services space.

What You'll Be Doing

• Own and support key business applications and act as the go-to for incident management and system enhancements.
• Translate business needs into functional and technical requirements.
• Perform impact analysis on system changes, migrations, and support requests.
• Dive into data and integration analysis - think dashboards, reporting specs, and complex system migrations.
• Collaborate with outsourced development partners and internal teams.
• Support post-implementation projects and define the support models.
• Facilitate stakeholder workshops to prioritize backlogs and maintain transparency.
• Get involved in change control and incident management processes.
• Occasionally travel to Johannesburg and be available for after-hours support when needed.
  
  

• Matric + a relevant IT qualification.
• Formal certification in Business Analysis.
• At least 5 years' experience in a similar application support role.
• Collective Investment Schemes experience is essential.
• Exposure to Microsoft Dynamics 365 CRM, BI tools, and system analysis is a bonus.
• Intermediate SQL skills and understanding of API integrations.
• Proven experience in process mapping, test planning, and stakeholder facilitation.
  
  

• Application Support
• Business support systems
• Application System Support
  
  

• 5 to 10 years
  
  

• Grade 12 / Matric

Are you passionate about solving technical problems and making systems work smarter and smoother? We're looking for a Support Analyst to join our IT team and play a vital role in supporting our business-critical systems and retail operations.

• Provide first- and second-line support for ERP, Finance, and other business systems.

• Diagnose and resolve software/hardware issues to keep operations running efficiently.

• Assist in testing system upgrades, patches, and enhancements.

• Collaborate with finance, procurement, supply chain, and sales teams to address ERP-related challenges.

• Create and maintain user guides, FAQs, and training materials.

• Ensure compliance with IT policies and retail best practices.

• Monitor system performance and suggest improvements.

• A diploma or degree in Information Systems, Business Administration, or equivalent practical experience.

• 2–4 years of experience in a systems support role (ideally in a retail environment).

• Hands-on experience with ERP systems like Sage X3, SAP, Oracle, or Microsoft Dynamics.

• Knowledge of databases, SQL, and reporting tools is a plus.

• Strong communication, problem-solving, and collaboration skills.

• Proficiency in Microsoft Office tools (Excel, Word, Visio).

• Be part of a supportive, dynamic team where your input really counts.

• Opportunity to grow into roles like ERP/IT Support Lead, Business Analyst, or Technical Consultant.

• Work in a fast-paced retail environment where technology meets customer experience.

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing real estate software solutions to improve people’s lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you.

Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special.

And we’re insanely dedicated to creating a work environment that you look forward to every single day. That’s why we invest heavily in our employee engagement, so you enjoy the tech industry’s best perks. Together with the whole Pride, (lion roar for "family") employees, customers, and partners, we’re on a mission to break new ground and lead the real estate industry into a digital-first future.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.

Please note, this role is required to work to UK Hours, from 09:30 until 18:00 (BST/GMT).

We are looking to recruit those with relevant work experience or recent graduates who wish to take their first steps in an IT career. The opportunity is in the MRI customer Services team primarily based in the City of London that provides help desk services around our Fixed Asset Accounting software. In depth training on our software will be provided.

The Role

We are recruiting for the position of Support Analyst who will participate in the day-to-day duties of the helpdesk as an analyst, responding to queries from customers who are live users of the software. Assistance will largely be in the form of 1st line support, e.g. ‘How do I?’ questions. There will also be a requirement to handle some 2nd line support, e.g. troubleshooting connectivity issues or identifying issues that need to be reported to 3rd line support.

A proportion of this job requires talking to customers on the telephone working in a busy (sometimes high pressure) environment. You should have an excellent telephone manner and must be able to deal with customer in a friendly yet professional manner.

MRI can provide a wealth of opportunities and over time, career progression may take you down the product development route or the implantation consultancy route, to name a few.

Responsibilities

• To provide assistance and support by handling 1st line calls. It will be necessary to gather all pertinent information and record this in an accurate fashion.
• Identify calls that need to be routed to 2nd/3rd line support or customer training requirements and assign them as necessary.
• Identify calls that need to be escalated to the Support Manager and ensure that this escalation takes place in a timely manner.
• Ensure that all work is carried out and recorded in accordance with the Support standards and procedures. This will include ensuring that calls are logged and tracked accurately in Salesforce, the support ticketing system. This will require attention to detail and a methodical approach.
• Participate in department reviews, looking to for process improvement, spotting trends and help to identify communication needs both internally and externally.
• Keep up to date with the application functionality and deployment methods.
• We’re looking for recent graduates with a good degree result or those with relevant work experience or experience with the RAM Fixed Asset Accounting software will be considered.
• Good problem solving and excellent interpersonal skills providing the ability to interact with developers, consultants, IT managers and network administrators are key attributes, as is a passion for customer service. High levels of literacy and numeracy skills are essential.
  
  

• Good computer skills (specifically Windows OS), high level of competency of Microsoft products (specifically Excel), and SQL Server (including scripting) skills are beneficial for this role.
• And Interest in Windows Server, Citrix, Database Management and Report Writing (SSRS) will be an advantage.
• Mathematical background.
  
  

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group
• Have confidence in your health with our offered Medical Aid Scheme.
• Invest in our competitive Personal Pension plan and help set you up for your future.
• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).
• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!
• Further your professional development with our Tuition Reimbursement Schemes
• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!
  
  

Are you passionate about solving technical problems and making systems work smarter and smoother? We're looking for a Support Analyst to join our IT team and play a vital role in supporting our business-critical systems and retail operations.

• Provide first- and second-line support for ERP, Finance, and other business systems.

• Diagnose and resolve software/hardware issues to keep operations running efficiently.

• Assist in testing system upgrades, patches, and enhancements.

• Collaborate with finance, procurement, supply chain, and sales teams to address ERP-related challenges.

• Create and maintain user guides, FAQs, and training materials.

• Ensure compliance with IT policies and retail best practices.

• Monitor system performance and suggest improvements.

• A diploma or degree in Information Systems, Business Administration, or equivalent practical experience.

• 2–4 years of experience in a systems support role (ideally in a retail environment).

• Hands-on experience with ERP systems like Sage X3, SAP, Oracle, or Microsoft Dynamics.

• Knowledge of databases, SQL, and reporting tools is a plus.

• Strong communication, problem-solving, and collaboration skills.

• Proficiency in Microsoft Office tools (Excel, Word, Visio).

• Be part of a supportive, dynamic team where your input really counts.

• Opportunity to grow into roles like ERP/IT Support Lead, Business Analyst, or Technical Consultant.

• Work in a fast-paced retail environment where technology meets customer experience.

• Deliver first- and second-line support for in-house developed applications and core infrastructure
• Troubleshoot issues within Microsoft Azure environments (e.g., AAD, VMs, and storage accounts)
• Perform day-to-day server support and maintenance
• Log and resolve service requests through a structured ticketing system
• Provide clear, helpful technical support via Teams or telephone
• Explain complex technical issues in a user-friendly manner
• Meet agreed Service Level Agreements (SLAs) for incident resolution
• Work closely with internal technical teams to escalate and resolve complex issues
• Maintain documentation and contribute to internal knowledge sharing

• 2+ years experience in an IT support or technical operations role
• Proficiency in Microsoft Azure services and Windows Server environments
• Solid understanding of networking basics: DNS, DHCP, VPNs, IP addressing, and firewalls
• Troubleshooting skills for connectivity and infrastructure issues
• Basic PowerShell scripting experience for automation and diagnostics
• Familiarity with ticketing systems (e.g., Jira)
• Excellent communication and customer service skills
• Ability to juggle multiple support requests while staying organized
• Experience working in a small, agile IT team environment
• Exposure to monitoring or remote support tools