Senior IT Helpdesk Technician (CPT) at BETSoftware

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 where required. (Moved to the top of this list)
• 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 in 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 detail.
• High level of integrity and confidentiality.
• Able to work under pressure.
• Highly self-motivated.
• Systems troubleshooting.
• Accountability.
• 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,

Responsibilities

Job Responsibilities:

• Act as an Escalation point for technical support for all IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
• Management of any escalations relating to IT infrastructure.
• Ability to administer user accounts on Active Directory.
• Manage escalations related to IT infrastructure, including coordinating with Level 2 and Level 3 support teams and external vendors to resolve complex technical issues.
• Monitor and communicate connectivity disruption, service interruption, and backup alerts to the business promptly.
• Interacts when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• Provide feedback to Senior management and Execs on the status of all unresolved queries escalations.

Build on KMDB & Documentation Reporting

• Compile technical standard operating procedures for all known errors.
• Compile and provide daily incident, service request, and change management reporting.
• Compile and verify printer audits: Printer readings and printer locations
• Maintain records and prepare clear, complete, and concise reports.

Technical support

• Assists in troubleshooting technical problems reported or escalated, including software, hardware, communications, network‐related problems and third-party products for Hollywood Group/BET Software end users;
• Independently resolves routine problems; recognizes problems which require a higher level of expertise.
• Provides maintenance support and repairs on desktop computer systems; installs operating system upgrades; configures system software; monitors hardware, mobile devices, audio visual, and software performance.
• Builds and assembles personal computers.
• Analyses system failures, notifies appropriate personnel, and takes appropriate action.
• Assists with network design and strategic planning
• Define root causes and offer technical specialist solutions to the rest of the team
• Provider of new fixes that are documented for use by Grads, Tier 1 , and Tier 2 personnel
• Perform a variety of specialized technical tasks in the installation, maintenance, and repair of information technology and telecommunication systems.
• Configures, documents and distributes new equipment and software to users; maintains records, including a complete and updated inventory of all computer equipment, data communication equipment, and network software versions.
• Proven record in developing work plans, procedures, and schedules to ensure assignments / projects are completed in a timely and efficient manner.
• Assists in providing end user training for equipment and software within scope of network operations.
• A researcher and evaluator of various hardware and software technologies; assisting with analysis and recommendation of hardware/software solutions.
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Assist with antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• 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 issues correctly and accurately in the ticketing system
• Proven knowledge of Methods, tools, and techniques of testing, troubleshooting, problem solving, at a Senior Information Technology level
• Previous knowledge of implementing Methods and techniques in developing and delivering training on software applications and solutions for the Junior IT Personnel. Training them using proper and safe work procedures.
• May be required to visit various Customer sites (betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting and installation.
• May be required to attend off-site meetings to represent Senior Information Technology participation

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.
• Follow up on customer escalations from cradle to grave

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.

Living the spirit:

• The job obligations of a Senior IT Helpdesk Technician go well beyond what is listed above.
• Ensuring that you are living and applying our fundamental company values in your day-to-day tasks is critical to the success of Global Support and BET Software as a whole.

We have outlined how you will bring our core company values to life in your role below:

• Continuously embracing the power of teamwork to overcome challenges and find innovative solutions to make a positive impact within the Global Support Team.
• Take the initiative to make improvements and guide change management within the team.
• Empower and enable team members to be themselves, fostering an environment where individual strengths shine.
• Act as a mentor and coach to junior and intermediate team members, fostering their growth and development.
• Lead by example, encouraging authenticity and openness amongst the team and promoting a collaborative and inclusive work environment.
• Demonstrate expert-level conflict resolution skills, resolving complex team dynamics and technical disputes constructively.
• Approach each day with a strategic mindset, identifying long-term opportunities for improvement within the IT Helpdesk Team.
• Exhibit strong leadership in crisis situations, guiding the team through challenging and high-pressure scenarios.
• Uphold high moral and ethical standards in all your actions and decisions.
• Embrace each day as an opportunity to learn and grow in the ever-evolving field of IT.
• Every day brings a new adventure in troubleshooting and finding solutions for our clients and greater team.
• Assume responsibility for all duties and responsibilities, ensuring that they are accomplished to the best of your ability.
• It is critical to remember that even when assisting other departments, you are still representing Global Support.
• Your work will represent the Global Support Team as a whole.

Qualifications

Job Specification:

• Matric
• Required relevant qualifications in IT or A+, N+ certification from a recognized institution
• At least +3 years’ experience in a Service Desk / Helpdesk environment, infrastructure remote support.
• Exposure and experience within an ITHelpdesk service desk.
• Degree or Diploma in Information Technology (Advantageous)
• CompTIA A+, N+ (Advantageous)
• Azure Certification (Advantageous)
• Microsoft 0365 Certification (Advantageous)
• ITIL Foundation certification (Advantageous)
• Experience with service level agreements and client database maintenance. (Advantageous)
• Experience in Networking, Telecoms, and Microsoft applications (Advantageous)

Apply Before: 08/04/2025