IT Helpdesk Technician L1 – DBN at BETSoftware

Job Description

We Want You:

• At BET Software, we're on the hunt for two exceptional IT Helpdesk Technicians to join our dynamic teams in Durban. 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:

• Relevant information technology qualification.
• A minimum of 1 Year of experience in IT Helpdesk environment.
• A+ or N+ certification (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical support

• Technical support for all Level 1 IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
• Management of any and all escalations relating to IT infrastructure.
• Provide day-to-day technical support for all Hollywood Group/Betsoftware 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, all 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 upgrading / maintaining 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

• Management of customer contact to provide service excellence.
• 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.
• Professional and punctual approach.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Self-motivated.
• Problem-solving.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts rquired, including graveyard shifts.