IT Helpdesk Technician L2-

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

- Required relevant qualifications in IT.
- IT Certification or course preferably A+, N+ from a recognised institution.
- At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support.
- Experience with service-level agreements and ticket management tools.
- Experience in networking and telecommunications.
- A+ & N+ qualification from CompTIA (advantageous).
- 0365 and Azure (advantageous).
- ITIL Foundation certification (advantageous).

**What You’ll Do**:
**Technical support**
- Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
- Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
- Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
- 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.
- Troubleshoot and repair hardware-related faults.
- Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
- Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
- Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts.
- Installation and maintenance of network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
- Troubleshooting of VPN connections using Fortinet solutions.
- Provide basic end-user training.
- Adhere to clearly defined Escalation Matrices and ITSM RACI.
- Physical effort may be required.

**Administration**
- Management of customer escalations to provide service excellence.
- Drafting relevant SOPs that will improve business operations and increase team efficiency.
- Troubleshoot and respond to Multichannel Tickets logged within the required response and resolution as aligned to the 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.
- Assign tickets correctly according to priority and technician skill sets.
- Audit old tickets (On -hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
- Reporting on daily tasks completed and stumbling blocks.

**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.
- May be required to visit various Customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting.

**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.
- Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies.
- May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
- Must follow the handover process at the end of the shift.
- May participate on technology projects with large scope and broad organisational impact.
- Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all BET Software services and third-party products.

**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 when required.
- Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
- Excellent written and verbal communication skills - especially writing professional reports.
- Strong telephonic and written etiquette.
- Information technology system support skills.
- Excellent Microsoft Office skills.
- Knowledge of network troubleshooting skills.
- Professional and punctual approach.
- Commitment to customer service and exceptional attention to details.
- High level of integrity and confidentiality.
- Able to work under pressure.
- Highly self-motivated.
- Systems troubleshooting.
- 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. Take the initiative to make improvements.
- Encouraging a sup