Intermediate IT Helpdesk technician

Job Description

• After hours availability for critical support when required.
• 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.
• Knowledge of network troubleshooting skills.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Highly self-motivated.
• Systems troubleshooting.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Responsibilities Job Responsibilities: Technical support

• Performs general problem solving and assistance on diverse software applications and hardware systems for Hollywood Group/BET Software users.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Administer, install, configure, and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, all fiber lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Troubleshoot and repair hardware-related faults
• Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
• Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, anti-virus products and communications.
• Troubleshooting of VPN connections using Fortinet solutions.
• Provide basic end-user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Physical effort may be required.

Administration

• Management of customer escalations to provide service excellence.
• Drafting relevant SOPs that will improve business operations and increase team efficiency.
• Troubleshoot and Respond to Multichannel Tickets logged within the required response and resolution as aligned to the 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.
• Assign tickets correctly according to priority and technician skill sets
• Audit old tickets (On -hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks

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.
• May be required to visit various Customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting

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.
• Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies
• May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
• Must follow the handover process at the end of the shift.
• May participate on technology projects with large scope and broad organizational impact.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all Bet Software services and third-party products.

Living The Spirit The job obligations of an IT Helpdesk Technician L2 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.
• Encouraging 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.
• Support Junior IT Helpdesk Technicians / Interns and share your knowledge to help them upskill and develop in their role and career.
• Lead by example, encouraging authenticity and openness amongst the team
• Uphold high moral and ethical standards in all your actions and decisions.
• Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
• 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.
• Be willing to explore new approaches and technologies, pushing the boundaries of what is possible in IT support.
• Uphold the importance of remaining accountable for your actions and decisions.
• 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.

Qualifications Job Specification: Minimum Requirements

• Matric
• Required relevant qualifications in IT
• IT Certification or course preferably A+, N+ from a recognized institution
• At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support.
• Experience with service-level agreements and ticket management tools.
• Experience in networking and telecommunications
• Experience in Microsoft suite applications.
• A+ & N+, qualification from CompTIA (Advantageous)
• 0365 and Azure (Advantageous)
• ITIL Foundation certification (Advantageou s)