Senior It Helpdesk Technician (Dbn)

BETSoftware; Durban; On-site; ZAR 25 000 - 60 000; Full time

Job summary

An established industry player is seeking a Senior IT Helpdesk Technician to join their dynamic team in Durban. This role involves providing high-level technical support, managing IT service requests, and ensuring seamless communication with stakeholders. The ideal candidate will have a strong background in IT support, excellent problem-solving skills, and a commitment to customer service. You'll be responsible for troubleshooting various technical issues, managing escalations, and contributing to documentation and reporting. If you're looking to make an impact in a collaborative environment, this opportunity is perfect for you.

Qualifications

• 3+ years in IT Helpdesk with relevant IT qualifications.
• Experience with service level agreements and client database maintenance.
• Strong knowledge of networking and Microsoft applications.

Responsibilities

• Act as escalation point for technical support across IT Helpdesk services.
• Manage ITSM ticketing system and report on service requests.
• Provide technical support and troubleshoot hardware and software issues.

Skills

Technical Support

Problem-solving

Customer Service

Communication Skills

Networking

ITIL Framework

Microsoft Applications

Active Directory

CompTIA A+

CompTIA N+

Education

Degree in Information Technology

Diploma in Information Technology

A+ Certification

N+ Certification

Tools

ITSM Ticketing System

Fortinet Solutions

Microsoft 0365

Job description

Job title : Senior IT Helpdesk Technician (DBN)

Job Location : KwaZulu-Natal, Durban

Deadline : March 28, 2025

You Bring :

• Required relevant qualifications in IT or A+, N+ certification from a recognised institution.
• At least 3 years’ experience in a Service Desk / Helpdesk environment, infrastructure remote support.
• Exposure and experience within an IT Helpdesk service desk.
• Degree or Diploma in Information Technology (advantageous).
• CompTIA A+, N+ (advantageous).
• Microsoft 0365 Certification (advantageous).
• Experience with service level agreements and client database maintenance (advantageous).
• Experience in Networking, Telecoms, and Microsoft applications (advantageous).

What You’ll Do :

• Act as an escalation point for technical support for all IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, reporting, and time management.
• Management of any escalations relating to IT infrastructure.
• Ability to administer user accounts on Active Directory.
• Manage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
• Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.
• Interact when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
• Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

Build on KMDB & Documentation Reporting

• Compile technical standard operating procedures for all known errors.
• Compile and provide daily incident, service request, and change management reporting.
• Compile and verify printer audits: Printer readings and printer locations.
• Maintain records and prepare clear, complete, and concise reports.

Technical Support

• Assist in troubleshooting technical problems reported or escalated, including software, hardware, communications, network-related problems and third-party products for Hollywood Group / BET Software end users.
• Independently resolve routine problems; recognise problems which require a higher level of expertise.
• Provide maintenance support and repairs on desktop computer systems; install operating system upgrades; configure system software; monitor hardware, mobile devices, audio visual, and software performance.
• Build and assemble personal computers.
• Analyse system failures, notify appropriate personnel, and take appropriate action.
• Assist with network design and strategic planning.
• Define root causes and offer technical specialist solutions to the rest of the team.
• Provide new fixes that are documented for use by Grads, Tier 1, and Tier 2 personnel.
• Perform a variety of specialised technical tasks in the installation, maintenance, and repair of information technology and telecommunication systems.
• Configure, document and distribute new equipment and software to users; maintain records, including a complete and updated inventory of all computer equipment, data communication equipment, and network software versions.
• Proven record in developing work plans, procedures, and schedules to ensure assignments/projects are completed in a timely and efficient manner.
• Assist in providing end user training for equipment and software within scope of network operations.
• Research and evaluate various hardware and software technologies; assist with analysis and recommendation of hardware/software solutions.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and hardware faults.
• Assist with antivirus products.
• Troubleshoot VPN connections using Fortinet solutions.
• 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 correctly and accurately in the ticketing system.
• Proven knowledge of methods, tools, and techniques of testing, troubleshooting, problem solving, at a Senior Information Technology level.
• Previous knowledge of implementing methods and techniques in developing and delivering training on software applications and solutions for the Junior IT Personnel. Train them using proper and safe work procedures.
• May be required to visit various customer sites (betting branches, racecourses, offices and stadiums) for physical equipment troubleshooting and installation.
• May be required to attend off-site meetings to represent Senior Information Technology participation.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user data in compliance with company policies.
• Follow up on customer escalations from cradle to grave.

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:

• After-hours availability for critical support where required.
• 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.
• Negotiation and networking 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.
• Highly self-motivated.
• Information-seeking.
• Problem-solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
• High level of ethics to ensure corporate responsibility.