IT Helpdesk Technician L

Established in 2010, Betting Entertainment Technologies set its objective to provide quality products through excellence operations while maintaining a strong level of customer intimacy. Focusing on service delivery and meeting the needs of the dynamic gaming industry, Our Software engineers work as a team to develop dependable software systems with a high degree of automation to efficiently manage large volume of data.We Want You: We're seeking an exceptional IT Helpdesk Technician L2 to join our dynamic team at BET Software in Cape Town. If you're passionate about providing top-notch Level 2 technical support to our internal users within the Hollywood Group, then this opportunity was tailor-made for you. With a focus on excellence, you'll be the go-to expert for all things IT, ensuring seamless support through our ITSM ticketing system. From remote desktop assistance to handling a wide range of Window applications, including VoIP, Surveillance, and tackling network faults, as well as network issues, and user administration, your skills will be at the heart of our IT Helpdesk Department. If you're up for an exhilarating challenge and ready to make a difference - this role is calling your name. Will you answer it? You Bring: Matric Required relevant qualifications in IT. IT Certification or course preferably A+, N+ from a recognised 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 (advantageous). What You'll Do: 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 fibre 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 organisational 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. 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 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.