Job Description

We Want You:

Are you a superhero of technical support? Were looking for a Senior IT Helpdesk Technician to work with the Hollywood Group. You'll wield your IT expertise to rescue our internal users, conquer ITSM ticketing challenges, and be the guardian of all things Windows, VoIP, Surveillance, Network, and user administration. Plus, you'll swoop in to assist our Level 1&2 techs whenever they need backup. All this, while staying true to the sacred codes of our IT Helpdesk Department. Join our All-Stars at BET Software, apply now.

You Bring:

• Matric.
• Diploma or Degree in Computer Systems required.
• 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 / help desk environment, infrastructure remote support.
• Experience with service level agreements and maintenance.
• Experience in networking and telecoms covering Microsoft applications.

What Youll 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.

Build on KMDB & Documentation Reporting

Compile technical standard operating procedures for all known errors.

Compile and assist with daily incidents, service requests, and change management reporting.

Technical support

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.

Troubleshooting of telecommunications, including DSL lines, analogue phone lines, fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.

Installation and maintenance of network and standalone printers.

Troubleshoot network connectivity including LAN, WAN, and hardware-related faults.

Provide assistance with antivirus products.

Troubleshooting of VPN connections using Fortinet solutions.

Troubleshoot hardware-related faults.

Provide basic end-user training.

Adhere to clearly defined Escalation Matrices and ITSM RACI.

Administration

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 time correctly and accurately in the ticketing system.

Customer Centricity

Feedback to customers on the status of all unresolved queries.

Ensure the protection of all users data in compliance with company policies.

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 expected for this role at a competent level:

• 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 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.
• After-hours availability for critical support where required

Embracing BET Essence:

• We Put Our Hands Up: Take initiative in identifying tasks and challenges that need attention. Find innovative ways to streamline processes and make tasks more efficient. Volunteer for new projects and responsibilities for your own growth and that of the business.
• We Dare to Be Ourselves: Authencity be true to yourself in your interactions and engagement with all team members.
• Every day is an Adventure: Adaptability embrace change with a positive attitude. Approach new challenges as opportunities for growth and learning.
• Teamwork makes the Dream Work: Collaborate, help and support the various stakeholders both internal and external.

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.

Please note that only candidates who meet the stipulated minimum requirements will be considered. If you have not been contacted within 30 days, kindly consider your application to be unsuccessful.

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