Intermediate IT Helpdesk technician

BETSoftware; Wes-Kaap; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A leading IT solutions company in South Africa seeks an Information Technology Help Desk Technician to perform technical support, manage ITSM ticketing systems, and troubleshoot networking issues. Candidates should possess relevant IT qualifications and at least 2 years of experience in a similar role, with strong problem-solving and communication skills. This full-time role offers opportunities for growth and collaboration within a team-oriented environment.

Qualifications

• At least 2 years’ experience in a service desk/help desk environment.
• Experience in networking and telecommunications.
• Experience with service-level agreements and ticket management tools.

Responsibilities

• Perform technical support for software applications and hardware systems.
• Manage ITSM ticketing system aligned with ITIL framework.
• Troubleshoot network connectivity issues including LAN and WAN.

Skills

Problem solving

Customer service

Technical support

Team collaboration

Communication skills

Education

Relevant IT qualifications

IT Certification (A+, N+)

ITIL Foundation certification

Tools

Service management tools

Microsoft Office 365

Job description

Responsibilities

• Technical support: Performs general problem solving and assistance on diverse software applications and hardware systems for Hollywood Group/BET Software users.
• Management of ITSM ticketing system aligned with ITIL framework, reporting, and time management.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
• Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, all fiber lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Troubleshoot and repair hardware-related faults.
• Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
• Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and hardware faults.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, anti-virus products and communications.
• Troubleshooting of VPN connections using Fortinet solutions.
• Provide basic end-user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Physical effort may be required.

Administration

• Management of customer escalations to provide service excellence.
• Drafting relevant SOPs that will improve business operations and increase team efficiency.
• Troubleshoot and respond to multichannel tickets logged within the required response and resolution as aligned to the Service Level Agreements (SLA).
• Update ticket entries with clear informative written English, without jargon or acronyms.
• Log all time correctly and accurately in the ticketing system.
• Assign tickets correctly according to priority and technician skill sets.
• Audit old tickets (On-hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user’s data in compliance with company policies.
• May be required to visit various customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting.

Team Work

• Constructively participate as a member of the wider IT Department.
• Undertake any other tasks or once-off projects which may be assigned from time to time.
• Provides individual and/or group instruction and training to Level 1s and/or Graduates on new or updated technologies.
• May lead lower graded team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
• Must follow the handover process at the end of the shift.
• May participate on technology projects with large scope and broad organizational impact.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all Bet Software services and third-party products.

Living The Spirit

• Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements.
• Encouraging a supportive and inclusive environment where every team member\'s contribution is valued. Success is a collective achievement.
• Support Junior IT Helpdesk Technicians / Interns and share knowledge to help them upskill and develop.
• Lead by example, encouraging authenticity and openness amongst the team.
• Uphold high moral and ethical standards in all actions and decisions.
• Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
• Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT.
• Be willing to explore new approaches and technologies, pushing the boundaries of IT support.
• Remain accountable for actions and decisions, and represent the Global Support Team.
• Assume responsibility for all duties and responsibilities, ensuring they are accomplished to the best of your ability.

Qualifications

Job Specification

Minimum Requirements

• Matric
• Relevant IT qualifications
• IT Certification or course, preferably A+, N+, from a recognized institution
• At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support
• Experience with service-level agreements and ticket management tools
• Experience in networking and telecommunications
• Experience in Microsoft suite applications
• A+ & N+ qualification from CompTIA (Advantageous)
• Office 365 and Azure (Advantageous)
• ITIL Foundation certification (Advantageous)

Senior"

• Seniority level: Entry level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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