IT Helpdesk Technician 2

2 weeks ago

Umhlanga, South Africa BET Software Full time

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

- Matric.
- Diploma or Degree in Computer Systems advantages.
- Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) is Required.
- Microsoft Systems Engineer (MCSE) advantageous.
- ITIL Foundation certification is Required.
- At least 2 years experience in a service desk/help desk environment, infrastructure remote support.
- Experience with service level agreements and maintenance.

**What You’ll Do**:

- Technical support for all Level 1&2 IT Helpdesk services.
- Management of customer contact to provide service excellence.
- Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
- Management of any and all escalations relating to IT infrastructure.
- Ability to administer user accounts on Active Directory.
- Monitoring connectivity alerts and backup alerts.
- Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
- Provide day-to-day technical support for all Hollywood Group/Bet Software services and third-party products.
- Administer, install, configure and troubleshoot the MS operating systems and products installed on those systems including Office 365.
- Troubleshooting of telecommunications, including DSL lines, analogue phone lines, fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
- Installation and maintenance of network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN, and Hardware related faults.
- Provide assistance with antivirus products.
- Troubleshooting of VPN connections using Fortinet solutions.
- Troubleshoot hardware-related faults.
- Provide basic end-user training.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.
- 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 times correctly and accurately in the ticketing system.
- Feedback to customers on the status of all unresolved queries.
- Ensure the protection of all user’s data in compliance with company policies.
- 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.

**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.

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