Senior IT Helpdesk Technician

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. (Moved to the top of this list) 
• Knowledge of Microsoft Desktop and server applications.
• 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.
• Accountability.
• 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,

Job Responsibilities:

• 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

• 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; recognizes 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 specialized 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
• Previous knowledge of implementing Methods and techniques in developing and delivering training on software applications and solutions for the Junior IT Personnel. Training them using proper and safe work procedures.
• 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.

Living the spirit: 

The job obligations of a Senior IT Helpdesk Technician go well beyond what is listed above. Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole. We have outlined how you will bring our core company values to life in your role below:

• 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 and guide change management within the team. 
• Empower and enable team members to be themselves, fostering an environment where individual strengths shine.
• Act as a mentor and coach to junior and intermediate team members, fostering their growth and development.
• Lead by example, encouraging authenticity and openness amongst the team and promoting a collaborative and inclusive work environment.
• Demonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
• Approach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT Helpdesk Team. 
• Exhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.
• Uphold high moral and ethical standards in all your actions and decisions.
• 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. 
• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability. It is critical to remember that even when assisting other departments, you are still representing Global Support. Your work will represent the Global Support Team as a whole.

Job Specification:

• Matric
• Required relevant qualifications in IT or A+, N+ certification from a recognized institution  
• At least +3 years' experience in a Service Desk / Helpdesk environment, infrastructure remote support.
• Exposure and experience within an ITHelpdesk 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)
• Experience in Networking, Telecoms, and Microsoft applications (Advantageous)