Junior IT Helpdesk Technician

BETSoftware; Durban; On-site; ZAR 180,000 - 240,000; Full time

Job summary

BET Software is seeking an IT Helpdesk Support Specialist to deliver Level 1 technical support across Windows, Office 365, and network connectivity. You will respond to user queries, troubleshoot hardware and software issues, and escalate complex problems to higher-level teams as needed.

The role requires strong communication, a customer-focused approach, and the ability to work under pressure, including night shifts on a rotational basis. Experience in IT helpdesk environments is preferred.

Qualifications

• IT Helpdesk experience or familiarity with incident management
• Strong written and verbal communication skills
• Ability to troubleshoot hardware, software and network issues
• Proficiency with Microsoft Office and Windows environments

Responsibilities

• Provide Level 1 technical support for IT Helpdesk services.
• Respond to user queries and resolve issues or escalate as needed.
• Use ITSM ticketing system aligned with ITIL for ticket management.
• Provide remote support to clients and document all interactions clearly.

Skills

IT Helpdesk experience

Communication

Technical troubleshooting

Microsoft Office

Education

Matric

IT qualification

A+ or N+ certification

ITIL Foundation

Job description

Job Description

Key skills/attributes/position-specific competencies:

The following indicates what would typically be expected for this role at a competent level:

• 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

Job Responsibilities

Technical support

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilize ITSM ticketing system aligned with ITIL framework for managing and prioritizing support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answering phone calls professionally and promptly and gathering all client information about technical issues
• Providing remote support to clients in different regions
• Collaborating with IT professionals to determine technical solutions
• Management of 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.
• Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Assist with upgrading/maintaining antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware-related faults.
• Provide basic end-user training and providing customers with customer feedback
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS / Nagios).

Administration

• Being the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
• Management of customer contact to provide service excellence.
• 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 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.
• Monitoring 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

• 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-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.
• 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 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)

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.