Senior IT Helpdesk Technician

2 weeks ago

Durban, KwaZulu-Natal, South Africa BET Software Full time

We Want You:

You Bring:

  • Required relevant qualifications in IT or A+, N+ certification from a recognized 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).
  • Azure Certification (advantageous).
  • Microsoft 0365 Certification (advantageous).
  • ITIL Foundation certification (advantageous).
  • Experience with service level agreements and client database maintenance (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.
  • Interacts 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 and 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

  • Assists in troubleshooting technical problems reported or escalated, including software, hardware, communications, network‐related problems and thirdparty products for Hollywood Group/BET Software end users.
  • Independently resolves routine problems; recognises problems which require a higher level of expertise.
  • Provides maintenance support and repairs on desktop computer systems; installs operating system upgrades; configures system software; monitors hardware, mobile devices, audio visual, and software performance.
  • Builds and assembles personal computers.
  • Analyses system failures, notifies appropriate personnel, and takes appropriate action.
  • Assists with network design and strategic planning.
  • Define root causes and offer technical specialist solutions to the rest of the team.
  • Provider of 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.
  • Configures, documents and distributes new equipment and software to users; maintains 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.
  • Assists in providing end user training for equipment and software within scope of network operations.
  • A researcher and evaluator of various hardware and software technologies; assisting 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.
  • Troubleshooting of 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.
  • 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 offsite 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's 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 onceoff 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

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