IT Field Technician

BETSoftware; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading software provider in South Africa is seeking an experienced IT Field Technician. This role involves installation, maintenance, and troubleshooting of IT systems and networking equipment. The ideal candidate will have a minimum of 3 years' experience, hold a CompTIA Network+ certification, and possess excellent problem-solving and customer service skills. The company promotes a diverse and inclusive environment, encouraging continuous learning and team collaboration. Join us to help make technology work for our clients.

Benefits

Dynamic work environment

Opportunities for professional growth

Supportive team culture

Qualifications

• Minimum of 3 years’ experience working onsite supporting customers.
• Valid Driver’s License is required.
• Experience in networking and telecoms.

Responsibilities

• Install and maintain systems, hardware, and networks.
• Troubleshoot multichannel tickets promptly and efficiently.
• Compile and assist with daily incident and service request reporting.

Skills

Customer Service

Networking

Troubleshooting

Documentation

Education

CompTIA Network+

Valid Driver's License

ITIL Foundation certification

Tools

Microsoft Office

Job description

Job Description

Responsibilities

• 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 one-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, 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. Ensure you are living and applying our fundamental company values in your day-to-day tasks. 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. Success is a collective achievement, celebrated as a team.
• Fostering 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 benefits the team and BET Software's success.
• Embrace each day as an opportunity to learn and grow in IT; every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team.
• Approach work with creativity and curiosity, seeking new ways to improve processes and find excitement in challenges.
• Uphold a culture of honesty, transparency, and integrity in all interactions. We value diverse backgrounds, viewpoints, and experiences.
• Uphold accountability for actions and decisions.
• Assume responsibility for all duties and responsibilities, ensuring they are accomplished to the best of your ability. Your work represents the Global Support Team.

Qualifications

• A minimum of 3 years’ experience working onsite supporting customers
• CompTIA Network+ Required.
• Experience in networking and telecoms; experience with/in service level agreements and maintenance; 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 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.