Senior IT Helpdesk Technician

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

**Build on KMDB & 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**
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**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 researcher and evaluator of various hardware and software technologies; assisting with analysis and recommendation of hardware/software solutions.
- Installation and maintenance of network and standalone printers.
- Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
- Assist with antivirus products.
- Troubleshooting of VPN connections using Fortinet solutions.
- 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 correctly and accurately in the ticketing system.
- Proven knowledge of Methods, tools, and techniques of testing, troubleshooting, problem solving, at a Senior Information Technology level.
- May be required to visit various Customer sites (betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting and installation.
- May be required to attend off-site meetings to represent Senior Information Technology participation

**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. Demonstrate professional skills and a high standard of integrity.

**Key skills/attributes/position-specific competencies**:
The following indicates what would typically be ex