We Want You:
Calling all technical superheroes! BET Software is searching for a
Senior IT Helpdesk Technician to join our dynamic team in Johannesburg. As the backbone of our IT support, you'll provide top-tier technical assistance to our internal users across the Hollywood Group. Your expertise will shine as you navigate IT Helpdesk services through an ITSM ticketing system, deliver remote desktop support for a range of Windows applications, including VoIP and Surveillance, and tackle network faults with finesse. Collaborating closely with Level 1 and 2 technicians, you'll ensure seamless operations while upholding the highest standards of IT Helpdesk excellence. Ready to unleash your superpowers? Apply now and become a part of our All-Star team.
You Bring:
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Matric
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Required relevant qualifications in IT or A+, N+ certification from a recognised institution.
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At least +3 years’ experience in a Service Desk/Helpdesk environment, infrastructure remote support.
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Exposure and experience within an IT Helpdesk service desk.
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Degree or Diploma in Information Technology (advantageous).
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CompTIA A+, N+ (advantageous).
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Azure Certification (advantageous).
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Microsoft 0365 Certification (advantageous).
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ITIL Foundation certification (advantageous).
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Experience with service level agreements and client database maintenance (advantageous).
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Experience in Networking, Telecoms, and Microsoft applications (advantageous).
What You’ll Do:
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Act as an escalation point for technical support for all IT Helpdesk services.
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Management of ITSM ticketing system aligned with ITIL framework, reporting, and time management.
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Management of any escalations relating to IT infrastructure.
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Ability to administer user accounts on Active Directory.
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Manage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
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Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.
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Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
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Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.
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Previous knowledge of implementing methods and techniques in developing and delivering training on software applications and solutions for the Junior IT Personnel. Training them using proper and safe work procedures.
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May be required to visit various customer sites (betting branches, racecourses, offices and stadiums) for physical equipment troubleshooting and installation.
Customer Centricity
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Feedback to customers on the status of all unresolved queries.
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Ensure the protection of all user’s data in compliance with company policies.
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Follow up on customer escalations from cradle to grave .
Team Work
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Constructively participate as a member of the wider IT Department.
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Undertake any other tasks or once-off projects which may be assigned from time to time.
Key skills/attributes/position specific competencies:
The following indicates what would typically be expected for this role at a competent level:
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After-hours availability for critical support where required.
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Knowledge of Microsoft Desktop and server applications.
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Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
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Excellent written and verbal communication skills – especially in writing professional reports.
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Strong telephonic and written etiquette.
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Information technology system support skills.
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Excellent Microsoft Office skills.
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Negotiation and networking skills.
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Professional and punctual approach.
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Commitment to customer service and exceptional attention to detail.
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High level of integrity and confidentiality.
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Able to work under pressure.
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Highly self-motivated.
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Systems troubleshooting
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Information-seeking.
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Problem-solving.
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Personal development.
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Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
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High level of ethics to ensure corporate responsibility.
Living the Spirit:
The job obligations of a Senior 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:
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Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team. Take the initiative to make improvements and guide change management within the team.
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Empower and enable team members to be themselves, fostering an environment where individual strengths shine.
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Act as a mentor and coach to junior and intermediate team members, fostering their growth and development.
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Lead by example, encouraging authenticity and openness among the team and promoting a collaborative and inclusive work environment.
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Demonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
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Approach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT Helpdesk Team.
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Exhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.
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Uphold high moral and ethical standards in all your actions and decisions.
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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.
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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 Team members who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.