IT Field Technician

BETSoftware; Durban; On-site; ZAR 180,000 - 320,000; Full time

Job summary

BET Software is seeking an IT Field Technician in Durban. You will install, support, and train users on systems, hardware, networks, and software daily, with on-site and telephonic support under SLA.

The role covers hardware setup, network installation, incident reporting, and documentation. You will rotate shifts, including night duties, and uphold high integrity and customer service standards.

Qualifications

• Minimum 3 years’ onsite IT support experience.
• CompTIA Network+ required.
• Experience with Microsoft Office and Microsoft Suite.
• Knowledge of Microsoft desktop and server applications.
• Excellent written and verbal communication; report writing.
• Negotiation and networking skills.
• Professional and punctual.
• Customer service focus and attention to detail.
• High integrity and confidentiality.
• Willing to work rotational shifts including night/graveyard.

Responsibilities

• Installation, setup, maintenance and training of systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to service activities on-site or telephonic per SLA.
• Train users to work with new hardware or software.
• Undertake other tasks or projects as assigned.
• Troubleshoot and respond to multichannel tickets within required SLA.
• Update tickets with clear written English, no jargon.
• Log time accurately in the ticketing system.
• Manage escalations relating to IT infrastructure.

Skills

Microsoft Desktop & Server

Hardware & peripherals

Networking (LAN, VPN)

Cabling & electronics

IT system support

Microsoft Office

Written & verbal communication

Negotiation & networking

Professional & punctual

Customer service & detail-orientation

Integrity & confidentiality

Shift work (nights/graveyard)

Tools

Microsoft Office

Job description

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Experience in cabling and electronics.
• Information technology system support skills.
• Excellent written and verbal communication skills - especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Job Description

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills - especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Responsibilities

Job Responsibilities

Technical Support

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.

Administration

• Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all time correctly and accurately in the ticketing system.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Management of any and all escalations relating to IT infrastructure.

Site Survey & Documentation Reporting

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

Customer Centricity

• Respond to customer inquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure protection of all user's data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

Living The Spirit

The job obligations of an IT Field Technician go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:

• Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team
• Encouraging a supportive and inclusive environment where every team member's contribution is valued. It’s always important to remember that success is a collective achievement, and we celebrate it as a team.
• Fostering an environment with open and clear communication to ensure everyone is on the same page. Team members are encouraged to use stand‑up discussions / team / department meetings to communicate and exchange information that will benefit the team and contribute to BET Software's success.
• Embrace each day as an opportunity to learn and grow in the ever‑maturing field of IT. Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team.
• Approach your work with a spirit of creativity and curiosity, seeking new ways to improve processes and finding excitement in challenges.
• It’s important to uphold a culture of honesty, transparency, and integrity in all our interactions. At BET Software, we value and respect our team members' different backgrounds, viewpoints, and experiences.
• Uphold the importance of remaining accountable for your actions and decisions.
• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

Qualifications

Job Specification

• A minimum of 3 years’ experience working onsite supporting customers
• CompTIA Network + Required.
• Experience with / in:
• service level agreements and maintenance.
• Experience in networking and telecoms.
• Experience in Microsoft suite applications.
• Valid Driver’s License Required.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantages)
• Microsoft Systems Engineer (MCSE) (advantages)
• ITIL Foundation certification (advantages)

About Us

We Don't Just Recruit Talent... We Cultivate It

BET Software is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, making BET Software a lively and engaging place to be.

Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning, and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like‑minded individuals.

We are a dynamic group of people that stem from a variety of cultures, backgrounds, and locations. While our head office is based in Umhlanga, South Africa we recruit talent throughout South Africa and Internationally.