Skill Set<\/p>\n
Key skills\/attributes\/position-specific competencies:<\/p>\n
The following indicates what would typically be expected for this role at a competent level:<\/p>\n
\tAfter-hours availability for critical support where required. (Moved to the top of this list)\u00a0
\n\tKnowledge of Microsoft Desktop and server applications.
\n\tKnowledge of computer hardware and peripherals and basic networking (LAN, VPN).
\n\tExcellent written and verbal communication skills \u2013 especially in writing professional reports.
\n\tStrong telephonic and written etiquette.
\n\tInformation technology system support skills.
\n\tExcellent Microsoft Office skills.
\n\tNegotiation and networking skills.
\n\tProfessional and punctual approach.
\n\tCommitment to customer service and exceptional attention to detail.
\n\tHigh level of integrity and confidentiality.
\n\tAble to work under pressure.
\n\tHighly self-motivated.
\n\tSystems troubleshooting.
\n\tAccountability.
\n\tInformation-seeking.
\n\tProblem-solving.
\n\tPersonal development.
\n\tAble to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
\n\tHigh level of ethics to ensure corporate responsibility,<\/p>\n
Responsibilities<\/p>\n
Job\u00a0Responsibilities:<\/p>\n
\tAct as an Escalation point for technical support for all IT Helpdesk services.
\n\tManagement of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
\n\tManagement of any escalations relating to IT infrastructure.
\n\tAbility to administer user accounts on Active Directory.
\n\tManage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
\n\t\u00a0Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.\u00a0
\n\tInteracts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
\n\tProvide feedback to Senior management and Execs on the status of all unresolved queries escalations.<\/p>\n
Build on KMDB & Documentation Reporting<\/p>\n
\tCompile technical standard operating procedures for all known errors.
\n\tCompile and provide daily incident, service request, and change management reporting.
\n\tCompile and verify printer audits: Printer readings and printer locations.
\n\tMaintain records and prepare clear, complete, and concise reports.<\/p>\n
Technical support<\/p>\n
\tAssists in troubleshooting technical problems reported or escalated, including software, hardware, communications, network\u2010related problems\u00a0and third-party products for\u00a0Hollywood Group\/BET Software\u00a0end users;
\n\tIndependently resolves routine problems; recognizes problems which require a higher level of expertise.
\n\tProvides maintenance support and repairs on desktop computer systems; installs operating system upgrades; configures system software; monitors hardware, mobile devices, audio visual, and software performance.
\n\tBuilds and assembles personal computers.
\n\tAnalyses system failures, notifies appropriate personnel, and takes appropriate action.
\n\tAssists with network design and strategic planning
\n\tDefine root causes and offer technical specialist solutions to the rest of the team
\n\tProvider of new fixes that are documented for use by Grads, Tier 1 , and Tier 2 personnel
\n\tPerform a variety of specialized technical tasks in the installation, maintenance, and repair of information technology and telecommunication systems.
\n\tConfigures, 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.
\n\tProven record\u00a0in developing work plans, procedures, and schedules to ensure assignments \/\u00a0projects are completed in a timely and efficient manner.
\n\tAssists in providing end user training for equipment and software within scope of network operations.
\n\tA researcher and evaluator of various hardware and software technologies; assisting with analysis and recommendation of hardware\/software solutions.
\n\tInstallation and maintenance of network and standalone printers.
\n\tTroubleshoot network connectivity including LAN, WAN, and Hardware faults.
\n\tAssist with antivirus products.
\n\tTroubleshooting of VPN connections using Fortinet solutions.
\n\tTroubleshoot and Respond to Multichannel Tickets logged within the required response and resolution Service Level Agreements (SLA).
\n\tUpdate Ticket entries with clear informative written English, without jargon or the use of acronyms.
\n\tLog all issues correctly and accurately in the ticketing system
\n\tProven knowledge of\u00a0Methods, tools, and techniques of testing, troubleshooting, problem solving, at a Senior Information Technology level
\n\tPrevious 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.
\n\tMay be required to visit various Customer sites (betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting and installation. \u00a0
\n\tMay be required to attend off-site meetings to represent Senior Information Technology participation<\/p>\n
Customer Centricity<\/p>\n
\tFeedback to customers on the status of all unresolved queries.
\n\tEnsure the protection of all user\u2019s data in compliance with company policies.
\n\tFollow up on customer escalations from cradle to grave\u00a0<\/p>\n
Team Work<\/p>\n
\tConstructively participate as a member of the wider IT Department.
\n\tUndertake any other tasks or once-off projects which may be assigned from time to time.
\n\tDemonstrate professional skills and a high standard of integrity.<\/p>\n
Living the spirit:\u00a0<\/p>\n
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:<\/p>\n
\tContinuously 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.\u00a0
\n\tEmpower and enable team members to be themselves, fostering an environment where individual strengths shine.
\n\tAct as a mentor and coach to junior and intermediate team members, fostering their growth and development.
\n\tLead by example, encouraging authenticity and openness amongst the team and promoting a collaborative and inclusive work environment.
\n\tDemonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
\n\tApproach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT Helpdesk Team.\u00a0
\n\tExhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.
\n\tUphold high moral and ethical standards in all your actions and decisions.
\n\tEmbrace 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.\u00a0
\n\tAssume 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.<\/p>\n
Qualifications<\/p>\n
Job\u00a0Specification:<\/p>\n
\tMatric
\n\tRequired relevant qualifications in IT or A+, N+ certification from a recognized institution \u00a0
\n\tAt least +3 years\u2019 experience in a Service Desk \/ Helpdesk environment, infrastructure remote support.
\n\tExposure and experience within an ITHelpdesk service desk.
\n\tDegree or Diploma in Information Technology (Advantageous)
\n\tCompTIA A+, N+ (Advantageous)
\n\tAzure Certification (Advantageous)
\n\tMicrosoft 0365 Certification (Advantageous)
\n\tITIL Foundation certification (Advantageous)
\n\tExperience with service level agreements and client database maintenance. (Advantageous)
\n\tExperience in Networking, Telecoms, and Microsoft applications (Advantageous)<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"BETSoftware","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"BETSoftware is one of the most diverse betting software providers in Sub-Saharan Africa, with a rapidly growing international footprint. Our multiskilled Team is responsible for providing advanced software solutions, while supporting incredibly high transactional volumes in a fast-paced industry, ma... read moreking BETSoftware a lively and engaging place to be. Our progressive use of technology enables our talented Team to work with the tech stack of their choice and we encourage an environment and culture that supports collaboration, learning and growth. We believe that our strength lies in our diversity and that Teamwork makes the dream work, a place where you can flourish amongst like-minded individuals. We are a dynamic group of people that stem from a variety of cultures, backgrounds and locations. While our head office is based in Umhlanga, South Africa, we have additional offices in Johannesburg and East London. We recruit talent throughout South Africa and Internationally.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[72],"class_list":["post-18355","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time-onsite"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/18355","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=18355"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=18355"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=18355"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}