IT Helpdesk Technician

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

- Matric
- Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) required.
- ITIL Foundation certification required.
- At least 2 years’ experience in a service desk/helpdesk environment, infrastructure remote support.
- Experience with Service Level Agreements and maintenance.

**Nice To Have**:

- Diploma or degree in Computer Systems;
- Microsoft Systems Engineer (MCSE).

**What You’ll Do**:
Technical support for all 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 infrastructure.- 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, fiber 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 on antivirus products.- Ability to administer user accounts on Active Directory.- Troubleshooting of VPN connections using Fortinet solutions.- Troubleshoot hardware-related faults.- Monitoring connectivity alerts and backup alerts.- Interface when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.- 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 time correctly and accurately in the ticketing system.- Compile technical standard operating procedures for all known errors.- Compile and assist with daily incidents, service requests and change management reporting.- Feedback to customers on the status of all unresolved queries.- Ensure 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.

**Location: Umhlanga