Technical Support Analyst - Digital at Nedbank

Job Purpose

Team: Digital Team

• As a Technical Support Analyst, you play a crucial role in delivering impeccable technical assistance to our valued end-users. Your responsibilities encompass swift resolution of incident tickets, queries, adept handling of diverse technical challenges, and fostering a delightful user experience. By closely collaborating with end-users, you not only troubleshoot incidents efficiently but also delve into root cause analysis, identify optimization opportunities, and actively contribute to system enhancements. Your pivotal role ensures that our business users consistently receive top-tier technical support.

Job Responsibilities

• Efficient Incident Management: Troubleshooting: You will be tasked with promptly diagnosing and resolving technical issues reported. This involves investigating problems, identifying solutions, and implementing fixes to minimize downtime and disruptions.   
• Root Cause Analysis and Problem Management: Root Cause Analysis: It will be essential for you to conduct thorough investigations to determine the underlying causes of recurring issues. By addressing root causes, you can prevent similar incidents from reoccurring and enhance system stability.   
•  Trend Analysis and Optimization: Trend Analysis: Your role will involve analysing patterns and trends in technical support requests and incidents. By identifying common issues or recurring problems, you can proactively implement solutions to optimize system performance and user experience.   
• Optimization: Based on trend analysis, you will recommend and implement system improvements to enhance efficiency and reduce the frequency of technical issues.

Job Responsibilities Continue

• Documentation and Best Practices:  Documentation: Maintaining detailed logs of technical interactions, incident resolutions, and best practices is vital. Thorough documentation ensures transparency, knowledge sharing, and a reference point for future troubleshooting.
• Deployment and Release Processes: You will participate in deploying software updates, patches, and releases while adhering to existing schedules.
•  Reporting: Monthly Reporting: Prepare and present detailed reports on technical support activities, incident trends, root cause analysis, optimization efforts, and deployment activities.

People Specification

Technical Skills:

• Programming and Development: Programming Languages: Intermediate expertise in at least one, preferably more, common programming languages used for application development. Back-End Development: Understanding of server-side technologies, databases, APIs, and frameworks.
• Database Management: SQL: Ability to query, manipulate, and manage data in relational databases like MySQL, PostgreSQL, or SQL Server.
• NoSQL: Familiarity with non-relational databases like MongoDB, depending on application needs.
• Cloud Computing: Cloud Platforms: Understanding of major cloud providers like AWS or AZURE.
• Testing and Quality Assurance: Testing Methods: Experience with various testing methodologies, such as unit testing, integration testing, end-to-end testing, and user acceptance testing.

Essential Qualifications - NQF Level

• Diploma

Essential Qualification

• Relevant tertiary qualification in information technology.

Essential Certifications

Preferred Certifications

Minimum Experience Level

Requirements

• Minimum of 4 years of work experience in IT or as a desktop support technician.

Technical / Professional Knowledge

• Banking knowledge
• Banking procedures
• Business principles
• Business terms and definitions
• Data analysis
• Governance Risks and Controls
• Microsoft Office
• Relevant Software and system Knowledge
• Business writing skills
• Cluster Specific Operational Knowledge

Behavioural Competencies

• Managing Work
• Monitoring Information
• Continuous Improvement
• Quality Orientation
• Applied Learning
• Technical/Professional Knowledge and Skills
• Collaborating.