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
\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\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\tSelf-motivated.
\n\tProblem-solving.\u00a0
\n\tAble to work\u00a0on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.<\/p>\n
Responsibilities<\/p>\n
Job Responsibilities:<\/p>\n
Technical support<\/p>\n
\tProvide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
\n\tUtilize ITSM ticketing system aligned with ITIL framework for managing and prioritizing support tickets.
\n\tEscalate any issues beyond Level 1 to appropriate support teams.
\n\tAnswering phone calls\u00a0professionally and promptly and gathering all client information about technical issues.
\n\tProviding remote support to clients in\u00a0different regions.
\n\tCollaborating with IT professionals to\u00a0determine technical solutions.
\n\tManagement of any escalations relating to IT infrastructure. Provide day-to-day technical support for all Hollywood Group\/Bet Software services and third-party products.
\n\tAdminister, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
\n\tTroubleshooting of telecommunications, including DSL lines, all fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
\n\tInstallation and maintenance of network and standalone printers.
\n\tTroubleshoot network connectivity including LAN, WAN, and Hardware faults.
\n\tAssist with upgrading\/maintaining antivirus products.
\n\tTroubleshooting of VPN connections using Fortinet solutions.
\n\tTroubleshoot hardware-related faults.
\n\tProvide basic end-user training\u00a0and providing customers with customer feedback.
\n\tAdhere to clearly defined Escalation Matrices and ITSM RACI.
\n\tMonitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS \/ Nagios).<\/p>\n
Administration<\/p>\n
\tBeing the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
\n\tManagement of customer contact to provide service excellence.
\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 or faults correctly and accurately in the ticketing system.<\/p>\n
Customer Centricity<\/p>\n
\tFeedback to customers on the status of all unresolved queries.
\n\tEnsure the protection of all user and company data in compliance with company privacy policies.
\n\tMonitoring branch connectivity via monitoring platforms provided to identify branches who require assistance.<\/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 an IT Helpdesk Technician L1 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.\u00a0
\n\tEncouraging a supportive and inclusive environment where every team member’s contribution is valued. It’s always important to remember that success is a collective achievement, and we celebrate it as a team.
\n\tFostering an environment with open and clear communication to ensure everyone is on the same page. Team members are encouraged to use stand-up discussions\/team\/department meetings to communicate and exchange information that will benefit the team and contribute to BET Software’s success.
\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\tApproach your work with a spirit of creativity and curiosity, seeking new ways to improve processes and finding excitement in challenges.\u00a0
\n\tIt’s important to uphold a culture of honesty, transparency, and integrity in all our interactions. At Bet Software, we value and respect our team members’ different backgrounds, viewpoints, and experiences.
\n\tUphold the importance of remaining accountable for your actions and decisions.\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 Specifications:\u00a0<\/p>\n
\tMatric.\u00a0
\n\tRelevant information technology qualification.\u00a0
\n\tA minimum of 1 Year of experience in an IT Helpdesk environment.\u00a0
\n\tExposure and experience within an IT Helpdesk service desk.\u00a0
\n\tA (plus) or N (plus) certification (Advantageous).\u00a0
\n\tITIL Foundation certification\u00a0(Advantageous).<\/p>\n
Apply Before 04\/04\/2026<\/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":[12],"class_list":["post-31875","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/31875","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=31875"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=31875"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=31875"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}