Junior IT Helpdesk Technician (DBN)

Betting Entertainment Technologies (Pty) Ltd; KwaZulu-Natal; On-site; ZAR 120,000 - 180,000; Full time

Job summary

BET Software is seeking a Junior IT Helpdesk Technician to provide technical support to internal users across the Hollywood Group. You'll be responsible for managing IT support tickets, troubleshooting issues, and ensuring a high standard of customer service. This role is crucial for maintaining effective IT operations and supporting users in a vibrant team environment.

Qualifications

• Minimum of 1 year experience in an IT Helpdesk environment.
• A+ or N+ certification is advantageous.
• ITIL Foundation certification is advantageous.

Responsibilities

• Provide Level 1 technical support for IT Helpdesk services.
• Utilise ITSM ticketing system for managing support tickets.
• Escalate issues beyond Level 1 to appropriate support teams.

Skills

Problem-solving

Customer service

Communication

Education

Relevant information technology qualification

Matric

Tools

ITSM ticketing systems

Microsoft Office

Job description

We Want You:

Are you a rising tech talent with a passion for problem-solving and helping others? BET Software is on the hunt for a Junior IT Helpdesk Technician to join our vibrant Global Support team in Durban. In this role, you’ll provide day-to-day technical support to internal users across the Hollywood Group. You'll need the expertise to handle IT Helpdesk services via an ITSM ticketing system, offer remote desktop support for Windows applications—including VoIP, Surveillance, Network faults, and user administration—and serve as the first point of contact for customer queries, all while following our IT Helpdesk policies and procedures. Ready to be part of an All-Star team? Apply now.

You Bring:

Matric

Relevant information technology qualification.

A minimum of 1 Year experience in an IT Helpdesk environment.

Exposure and experience within an ITHelpdesk service desk.

A+ or N+ certification (advantageous).

ITIL Foundation certification (advantageous).

What You’ll Do:

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.
• 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.

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.

Living the Spirit:

The job obligations of a Junior IT Helpdesk 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-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.

The Company We Keep:

At BET Software, we don't just recruit talent, we cultivate it. Our learning and development programmes, our various opportunities for growth, and our well-deserved incentives are what keep our All-Star Team the best amongst the rest.

Please note that only candidates who meet the stipulated minimum requirements will be considered.If you have not been contacted within 30 days, kindly find your application to be unsuccessful.