Senior IT Helpdesk Technician

4 days ago

Durban, KwaZulu-Natal, South Africa BETSoftware Full time
Job title : Senior IT Helpdesk Technician (DBN)Job Location : KwaZulu-Natal, DurbanDeadline : March 28, 2025Quick Recommended Links
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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).
  • Azure Certification (advantageous).
  • Microsoft 0365 Certification (advantageous).
  • ITIL Foundation 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.
  • 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 & 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 third-party 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.
  • 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.
  • 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'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 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.
  • Excellent Microsoft Office 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.
  • Systems troubleshooting.
  • Information-seeking.
  • Problem-solving.
  • Personal development.
  • 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.
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