IT Helpdesk Technician L1 - DBN at BET Software

We Want You:

At BET Software, we're on the hunt for two exceptional IT Helpdesk Technicians to join our dynamic teams in Durban and Cape Town. As a crucial member of our Hollywood Group, your mission is clear – be the tech hero our internal users rely on daily. Your toolkit will include ITSM wizardry to manage tickets, remote desktop mastery for Windows applications spanning VoIP, Surveillance, Network troubleshooting, and user administration. You'll be the friendly face our users turn to for answers, all while playing by the rulebook of our IT Helpdesk Department. Ready to take on this exciting challenge?

You Bring:

• Matric
• Diploma or Degree in Computer Systems required.
• Microsoft Technology Associate (MTA) or Microsoft Certified Solutions Associate (MCSA) advantageous.
• Microsoft Systems Engineer (MCSE) advantageous.
• ITIL Foundation certification advantageous.
• 1 Year of experience in IT Helpdesk.

What You’ll Do:

• Technical support for all Level 1 IT Helpdesk services.
• Management of customer contact to provide service excellence.
• Management of ITSM ticketing system aligned with ITIL framework, reporting and time management.
• Management of any and all escalations relating to IT infrastructure.

Technical support

• Provide day-to-day technical support for all Hollywood Group/BET Software services and third-party products.
• Ensure all incoming calls are handled professionally and in a timely manner.
• Administer, install, configure and troubleshoot the MS operating systems and products installed on those systems including Office 365.
• Troubleshooting of telecommunications, including DSL lines, analogue phone lines, fibre lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN and hardware related faults.
• Provide assistance with antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware related faults.
• Provide basic end user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.

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.

Customer Centricity

• Feedback to customer on status of all unresolved queries.
• Ensure protection of all user’s data in compliance with company policies.

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.
• Demonstrate professional skills and a high standard of integrity.

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).
• Excellent written and verbal communication skills – especially writing professional reports.
• Strong telephonic and written etiquette.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Negotiation and networking 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.
• Information-seeking.
• Problem-solving.
• Personal development.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.
• High level of ethics to ensure corporate responsibility.
• After hours availability for critical support where required.