Junior IT Helpdesk Technician

3 months ago

Cape Town, South Africa BET Software Full time

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

- Matric
- Relevant information technology qualification.
- A minimum of 1 year of experience in an IT Helpdesk environment.
- Exposure and experience within an IT Helpdesk service desk.
- A+ or N+ certification (advantageous).
- ITIL Foundation certification (advantageous).

**What You’ll Do**:
**Technical support**
- Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
- Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
- Escalate any issues beyond Level 1 to appropriate support teams.
- Answering phone calls professionally and promptly and gathering all client information about technical issues.
- Providing remote support to clients in different regions.
- Collaborating with IT professionals to determine technical solutions.
- Management of any escalations relating to IT 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, all 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 faults.
- Assist with upgrading/maintaining antivirus products.
- Troubleshooting of VPN connections using Fortinet solutions.
- Troubleshoot hardware-related faults.
- Provide basic end-user training and providing customers with customer feedback.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.
- Monitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS/Nagios).

**Administration**
- Being the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
- Management of customer contact to provide service excellence.
- 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 or faults correctly and accurately in the ticketing system.
- **Customer Centricity**
- Feedback to customers on the status of all unresolved queries.
- Ensure the protection of all user and company data in compliance with company privacy policies.
- Monitoring branch connectivity via monitoring platforms provided to identify branches who require assistance.

**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:

- 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.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to detail.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Self-motivated.
- Problem-solving.
- 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'

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