IT Helpdesk Technician L2 (DBN) at BET Software

We Want You:

We're seeking an exceptional IT Helpdesk Technician L2 to join our dynamic team at BET Software. 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 Windows 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:

• Diploma or Degree in Information Technology.
• At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support.
• Microsoft Technology Associate (MTA) or Microsoft Certified Solutions Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• ITIL Foundation certification (advantageous).
• Experience with service level agreements and ticket management.
• Experience in networking and telecommunications.
• Experience in Microsoft suite applications.

What You’ll Do:

Technical support

• Provide technical support for IT Helpdesk services as instructured by the business/Global Support Leadership.
• Management of ITSM ticketing system aligned with ITIL framework, reporting and time management.
• Management of any and all escalations relating to IT infrastructure.
• Ability to administer user accounts on Active Directory.
• Monitoring connectivity alerts and backup alerts.
• Interface when necessary with stakeholders or third party vendors to obtain any assistance required.
• Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.
• 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 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 relations to provide service excellence.
• Drafting relevant SOP’s 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.

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.
• 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.
• After hours availability for critical support when required.