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IT Field Technician

1 month ago

Johannesburg, South Africa BET Software Full time

**We Want You**:
**You Bring**:

- A minimum of 3 years’ experience working onsite supporting customers.
- CompTIA Network+ required.
- Experience with/in:

- Service level agreements and maintenance.
- Experience in networking and telecoms.
- Valid Driver’s Licence required.
- Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
- Microsoft Systems Engineer (MCSE) (advantageous).
- ITIL Foundation certification (advantageous).

**What You’ll Do**: Technical Support
- Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
- Set up, maintain or repair computer equipment and related devices.
- Installation and troubleshooting of networking equipment.
- Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
- Train users to work with new computer hardware or software.
- Undertake any other tasks or once-off projects which may be assigned from time-to-time.

**Administration**
- 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 time correctly and accurately in the ticketing system.
- Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
- Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
- Management of any and all escalations relating to IT infrastructure.

**Site Survey & Documentation Reporting**
- Compile technical reports and documentation accurately and detailed regarding the customer site.
- Compile and assist with daily incident, service request and change management reporting.
- Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

**Customer Centricity**
- Respond to customer enquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
- Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
- Ensure protection of all user’s data in compliance with company policies and the POPI act.
- Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
- Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

**Key skills/attributes/position specific competencies**:
The following indicates what would typically be expected for this role at a competent level:

- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
- Experience in cabling and electronics.
- Systems troubleshooting.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Excellent written and verbal communication skills - especially writing professional reports.
- Negotiation and networking skills.
- Professional and punctual approach.
- Pride in appearance.
- Commitment to customer service and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- High level of ethics to ensure corporate responsibility.
- 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.
- Encouraging a supportive and inclusive environment where every team member's contribution is valued. It’s always important to remember that success is a collective achievement, and we celebrate it as a team.
- Fostering an environment with open and clear communication to ensure everyone is on the same page. Team members are encouraged to use stand-up discussions/team/department meetings to communicate and exchange information that will benefit the team and contribute to BET Software's success.
- 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.
- Approach your work with a spirit of creativity and curiosity, seeking new ways to improve processes and finding excitement in challenges.
- It’s important to uphold a culture of honesty, transparency, and integrity in all our interactions. At BET Software, we value and respect our team members' different backgrounds, viewpoints, and experiences.
- Uphold the importance of remaining acco