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IT Helpdesk Technician L2

3 months ago

Cape Town, Western Cape, South Africa BET Software Full time

We Want You:

You Bring:

  • Matric
  • Required relevant qualifications in IT.
  • IT Certification or course preferably A+, N+ from a recognised institution.
  • At least 2 years' experience in a service desk/help desk environment, infrastructure remote support.
  • Experience with servicelevel agreements and ticket management tools.
  • Experience in networking and telecommunications.
  • A+ & N+ qualification from CompTIA (advantageous).
  • 0365 and Azure (advantageous).
  • ITIL Foundation certification (advantageous).

What You'll Do:

Technical support

  • Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
  • Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
  • Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
  • Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 36
  • Troubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
  • Troubleshoot and repair hardwarerelated faults.
  • Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
  • Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
  • Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
  • Installation and maintenance of network and standalone printers.
  • Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
  • Troubleshooting of VPN connections using Fortinet solutions.
  • Provide basic enduser training.
  • Adhere to clearly defined Escalation Matrices and ITSM RACI.
  • Physical effort may be required.

Administration

  • Management of customer escalations to provide service excellence.
  • Drafting relevant SOPs that will improve business operations and increase team efficiency.
  • Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution as aligned to the Service Level Agreements (SLA).
  • Update Ticket entries with clear informative written English, without jargon or the use of acronyms.
  • Log all time correctly and accurately in the ticketing system.
  • Assign tickets correctly according to priority and technician skill sets.
  • Audit old tickets (On hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
  • Reporting on daily tasks completed and stumbling blocks.

Customer Centricity

  • Feedback to customers on the status of all unresolved queries.
  • Ensure the protection of all user's data in compliance with company policies.
  • May be required to visit various Customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting.

Team Work

  • Constructively participate as a member of the wider IT Department.
  • Undertake any other tasks or onceoff projects which may be assigned from time to time.
  • Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies.
  • May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
  • Must follow the handover process at the end of the shift.
  • May participate on technology projects with large scope and broad organisational impact.
  • Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all BET Software services and thirdparty products.

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 when required.
  • Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
  • Excellent written and verbal communication skills especially writing professional reports.
  • Strong telephonic and written etiquette.
  • Information technology system support skills.
  • Excellent Microsoft Office skills.
  • Knowledge of network troubleshooting skills.
  • Professional and punctual approach.
  • Commitment to customer service and exceptional attention to details.
  • High level of integrity and confidentiality.
  • Able to work under pressure.
  • Highly selfmotivated.
  • Systems troubleshooting.
  • Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
**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. Take the initiative to make improvements.

  • Encouraging