Priority Support Analyst Intern

We are recruiting for X4 roles.

The primary purpose of this internship is to develop foundational operational support skills across the production payment environments, including Switch, Retail Integrations (POS / AWS / Offline) and eCommerce. Working under the guidance and mentorship of senior analysts, the intern will assist with logging and triaging incidents, basic technical investigations, customer communications and proactive monitoring, while building hands on experience in payment processing, system stability and SLA driven service delivery.

Technical Support

• Assist with providing analytical support functions for the Omnichannel areas of the business, including Switch, Retail Integrations (POS / AWS / Offline) and eCommerce production environments, under supervision.
• Help log, triage and categorize inbound incidents within defined SLA windows across all three channels.
• Assist with assigning the correct priority (P1-P4) per the agreed incident classification matrix, with senior support guidance.
• Provide regular and accurate communication to clients within agreed time limits per SLA and Communications policy, with mentor review.
• Support the resolution of logged incidents and requests for assistance through structured investigation, basic root cause analysis and timely escalation.
• Develop a basic understanding of HTML / JSON and learn to use API testing tools (Postman, SoapUI, REST) to validate request / response payloads.
• Assist with setting up new user accounts and profiles and managing password queries on production platforms under guidance.
• Learn to track and report incidents and perform basic data lookups.
• Manage the incident queue alongside senior analysts. Perform initial triage and elevate unresolved issues via the correct escalation paths.
• Periodically assist with monitoring production platforms for stability and optimum performance.
• Help identify, document and elevate defects and trends. Respond to alerts from monitoring tools such as Logic Monitor, Grafana or Imbeko Monitoring.
• Assist with software quality duties including bug fix verification and basic manual functional test execution post deployments.
• Build foundational knowledge of payment switch, retail integration and eCommerce environments through structured on the job learning.

Customer Service

• Provide customer centric support for client requests in line with the TJ Service Level Agreement: troubleshoot, isolate and elevate issues correctly under supervision.
• Investigate raised incidents logically and analytically within agreed time frames, escalating to the correct internal squad with relevant log files and investigation notes.
• Maintain regular and effective communication with relevant stakeholders during, after investigation and resolution of raised incidents, outages or general queries.
• Provide ticket updates and SLA aligned communications to internal and external stakeholders as per TJ Policies & Procedures.
• Establish and maintain positive professional relationships with customers and stay informed on product developments.
• Assist with preparing training and reference documentation as part of the team's knowledge base.
• Adhere to SLA expectations as a non negotiable to ensure consistent and predictable service delivery.

Self Management

• Set an example through personal quality and productivity standards and analytical ways of working with others.
• Demonstrate consistent application of internal procedures, plan and prioritize to manage competing demands.
• Show willingness to learn, ask questions and apply feedback constructively.
• Demonstrate flexibility in balancing learning objectives with team and organisational needs.
• Take ownership of self directed learning on product updates, release notes and core support tooling.
• Handle all client data and interaction records in accordance with PCI DSS and POPIA requirements.
• Apply least privilege access principles when accessing production systems. Report suspected security events immediately per the incident escalation policy.
• Manage all client communications professionally, accurately and within agreed response windows.

Leadership

• Contribute to the team by applying diverse skills and perspectives to achieve common goals.
• Support and learn from squad members, applying coaching received to develop a continuous improvement mindset.
• Role model behaviour aligned with the Transaction Junction values and ethos.
• Build positive working relationships across the organisation, share information and collaborate openly.
• Take responsibility for own performance, professional relationships and on the job learning.
• Gain the confidence and trust of others through honesty, integrity and authenticity.
• Contribute ideas that improve ways of working and support innovation within the team.

• Customer Focus: Building strong customer relationships and delivering customer centric support.
• Instil Trust: Gaining the confidence and trust of others through honesty, integrity and authenticity.
• Cultivate Innovation: Creating new and better ways for the organisation to be successful.
• Collaborate: Building partnerships and working collaboratively with others to meet shared objectives.
• Situational Adaptability: Adapting approach and demeanour in real time to match the shifting demands of different situations.
• Manage Complexity: Making sense of complex information, isolating critical data and applying systematic problem solving methods.
• Balance Stakeholders: Anticipating and balancing the needs of multiple internal and external stakeholders.
• Drive Results: Consistently working to achieve outcomes, maintaining productivity and a positive attitude.
• Ensure Accountability: Holding self accountable to commitments, honouring TJ policies and procedures, and ensuring all interactions are accurately logged in HubSpot.
• Attendance & Punctuality: Scheduled hours should be observed, with absence communicated in advance per standard agreement with TJ.
• Eagerness to Learn: Willingness to absorb new technical, product and process knowledge quickly and apply it to daily work.

• Matric / National Senior Certificate (required).
• Currently studying towards, or recently completed, a tertiary qualification (Diploma or Degree) in Information Technology, Information Systems, Computer Science or a related field (required).
• Basic exposure to SQL or relational databases through coursework or self study (advantageous).
• Any relevant entry level IT certification, e.g. ITIL Foundation awareness, CompTIA, Microsoft fundamentals (advantageous).

• 0-1 year of relevant work experience, including internships, vacation work, part time roles or significant academic / project exposure to IT support, software or payments environments (required).
• Foundational understanding of transactional payment processes, Card Present integrations or eCommerce environments through study or short term exposure (advantageous).
• Basic exposure to SQL / PostgreSQL through coursework or projects (advantageous).
• Awareness of HTML / JSON and tools such as Postman or SoapUI (advantageous).
• Awareness of monitoring tools such as Logic Monitor, Dynatrace, Elastic, Grafana or Prometheus (advantageous).
• Awareness of ITIL Foundation principles, Linux and cloud based environments (advantageous).
• Strong analytical aptitude, with the ability to interpret data sets and reach logical conclusions with guidance.
• Action oriented with attention to detail and a problem solving mindset.
• Strong written and verbal communication skills. Communicates clearly and respectfully.
• Ability to manage multiple tasks in a deadline driven environment, show initiative and demonstrate good organisational skills.
• Resilience, eagerness to learn and openness to feedback.