Junior IT Helpdesk Technician

BETSoftware; Cape Town; On-site; ZAR 100,000 - 130,000; Full time

Job summary

BETSoftware is seeking an IT Helpdesk Technician Level 1 based in Cape Town. The candidate will provide Level 1 technical support for IT services, ensuring exceptional customer service during interactions.

Key requirements include knowledge of Microsoft applications, troubleshooting skills, and 1 year of relevant IT experience. A+ or N+ certification is advantageous. This position may require working on a rotational shift basis, including night shifts.

Qualifications

• 1 Year of experience in an IT Helpdesk environment.
• Exposure and experience within an IT Helpdesk service desk.

Responsibilities

• Provide Level 1 technical support for IT Helpdesk services.
• Utilise ITSM ticketing system for managing support tickets.
• Adhere to Escalation Matrices and ITSM RACI.
• Collaborate with IT professionals to determine technical solutions.
• Troubleshoot networking and hardware issues.

Skills

Knowledge of Microsoft Desktop and server applications

Excellent written and verbal communication skills

Problem-solving

Able to work under pressure

Customer service commitment

Education

Matric

Relevant information technology qualification

A+ or N+ certification

ITIL Foundation certification

Job description

Job Description

Key skills / attributes / position-specific competencies

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem‑solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Typical Experience

• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Excellent written and verbal communication skills – especially in writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem‑solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Responsibilities

Technical Support

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answer phone calls professionally and promptly and gather all client information about technical issues.
• Provide remote support to clients in different regions.
• Collaborate with IT professionals to determine technical solutions.
• Manage any escalations relating to IT infrastructure. Provide day‑to‑day technical support for all Hollywood Group/Bet Software services and third‑party products.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshoot telecommunications, including DSL lines, fibre lines, wireless backup mediums, LTE and P2P wireless broadband connections.
• Install and maintain network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and hardware faults.
• Assist with upgrading/maintaining antivirus products.
• Troubleshoot VPN connections using Fortinet solutions.
• Troubleshoot hardware‑related faults.
• Provide basic end‑user training and provide customers with customer feedback.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitor and report on Branch connectivity alerts, using the monitoring tools provided (Libre LMS / Nagios).

Administration

• Be the initial point of contact with customers and ensure exceptional customer service during their first interaction is delivered.
• Manage customer contact to provide service excellence.
• Troubleshoot and respond to multichannel tickets logged within the required response and resolution SLA.
• Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
• Log all issues or faults correctly and accurately in the ticketing system.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user and company data in compliance with company privacy policies.
• Monitor branch connectivity via monitoring platforms provided to identify branches who require assistance.

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.
• Demonstrate professional skills and a high standard of integrity.

Living The Spirit

The job obligations of an IT Helpdesk Technician L1 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.
• Foster 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‑evolving 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.
• Uphold the importance 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 Specifications

• Matric.
• Relevant information technology qualification.
• A minimum of 1 Year of experience in an IT Helpdesk environment.
• Exposure and experience within an ITHelpdesk service desk.
• A+ or N+ certification (Advantageous).
• ITIL Foundation certification (Advantageous).