Senior IT Helpdesk Technician

**We Want You**:
We are on the search for a skilled **Senior IT Helpdesk Technician**. If you are a self-motivated individual that works well under pressure, whilst still maintaining composure, then you are exactly who we are looking for

The purpose of the Senior IT Helpdesk Technician is to provide high-level technical support to all internal users under the Hollywood Group. We trust you to provide more comprehensive assistance to our company’s IT process, software, or systems.

**You Bring**:

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

**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 IT infrastructure.- Ability to administer user accounts on Active Directory.- Monitoring connectivity alerts and backup alerts.- Interface, when necessary, with stakeholders or third-party vendors to obtain any assistance required.
- Compile technical standard operating procedures for all known errors.
- Compile and assist with daily incidents, service requests, and change management reporting.
- 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.
- Troubleshoot telecommunications, including DSL lines, analogue phone lines, fibre lines and wireless backup mediums, LTE and P2P wireless broadband connections.
- Install and maintain network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN, and hardware-related faults.
- Assist with antivirus products.
- Troubleshoot 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 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.