Senior IT Helpdesk Technician

2 weeks ago

Johannesburg, South Africa BET Software Full time

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

- Matric
- 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).

**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.
- May be required to visit various customer sites (betting branches, racecourses, offices and stadiums) for physical equipment troubleshooting and installation.

**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.

**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 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.

**Living the Spirit**:
**Build on KMDB and 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 resea

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