IT Field Technician (DBN) at BETSoftware

We Want You:

• Prepare to be the IT virtuoso in our dynamic world. BET Software DBN is on the lookout for an IT Field Technician with the prowess to ensure the resilience and smooth functioning of our information systems. Dive into the world of installation, troubleshooting, and maintenance, ensuring the integrity of our electronic, telecom, and network equipment. Whether stationed onsite or jet-setting to customer locations, your IT prowess will be the backbone of our operational excellence. Ready to be our tech hero? Apply now!

You Bring:

• A minimum of 3 years’ experience working onsite supporting customers.
• CompTIA Network+ required.
• Experience with/in:
• Service level agreements and maintenance.
• Experience in networking and telecoms.
• Experience in Microsoft suite applications.
• Valid Driver’s Licence required.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical Support:

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.

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.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Management of any and all escalations relating to IT infrastructure.

Site Survey & Documentation Reporting:

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

Customer Centricity:

• Respond to customer enquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure the protection of all user’s data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

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).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills – especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.