Active Jobs at BETSoftware

Responsibilities

What You’ll Do:

Strategy, objectives and execution

• Create, agree and execute software development road maps and operational strategy for projects coming into the business in collaboration with respective team members through proper documentation, communication and execution.
• Build effective customer centric relationships through measurements of performance and usage and engagement and involvement with customers by creating clear visibility through strategies and roadmaps.
• Sets and achieves efficient delivery objectives of their teams by ensuring individual and team strategy with clear and measurable objectives that align with organisational goals.
• Hold team accountable through road maps and individual performance contracts through consistent communication of delivery milestones.
• Accountable for articulating, monitoring, reporting and achieving realisation.
• Development of long-term strategic thinking incorporating demand forecasting for product or future projects.
• Utilisation of data metrics in order to make data driven decisions.

Knowledge management

• Identifies and responds to situation/organisational/market requirements by creating a culture of innovation and opportunity identification by team.
• Facilitates change management due to changing situational requirements e.g., restructure changes or adoption of new technologies.
• Supports and aligns standards across BET by allocating agreed commitments to strategy/roadmap communication and implementation.
• Maintains product(s) knowledge as well as general product knowledge by being able to represent your product strategy in detail.
• Ensure the established procedures and processes are accurately documented, communicated, implemented, and agreed with product and/or project teams.
• Acts as escalation point for issues and ensures effective communication and resolution activities are in place.

Stakeholder management

• Effectively liaise and communicate with both internal and external key stakeholders at senior level to manage day to day issues, escalations, and expectations.
• Ensure all operational communication with customers/partners are documented and effectively circulated to stakeholders making use of collaborative tools.
• Engage with executive members or equivalent at customers/partners to ensure collaboration at all levels.
• Engage with the wider business and if needed hold strategic knowledge sharing sessions.
• Maintain and facilitate strategic stakeholder and communication analysis.

Behavioral Outputs:

Talent Management

• Ensure that the team members are equipped with the requisite skills for both current and future projects facilitating a career and training development plan for each team member.
• Provide and facilitate mentoring and coaching by driving knowledge sharing.
• Creates a culture that is aligned to the platform ‘’Be a good citizen’’ mantra, where respect, openness, and integrity are the foundation for a culture that cultivates, creates and executes our vision.
• Succession planning and key man reliance – ensuring the right people are in the right roles and being developed accordingly, ensuring business continuity through minimising key man reliance.
• Talent acquisition, ensuring that we are committed to hiring the best quality people for optimal achievement of results.
• Ensure business continuity through minimizing key man reliance.

Adaptably Resilient

• Adapts to change and is open to new ideas and willing to take on new responsibilities.
• Able to handle pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans and procedures in order to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Decision Making Quality

• Makes confident, timely, fact-based decisions drawing on a broad range of resources through collaboration with others.
• Ensures others understand the decision before moving forward.
• Considers short- and long-term implications of the decision.
• Able to logically defend and explain judgements and decisions.
• Takes steps to accurately define the problem before seeking a solution.
• Bases decisions and evaluations on a careful and systematic review of relevant facts and information.

Develops Talent

• Collaboratively works with the leads to set performance goals and measures.
• Ensures performance measures are clear, measurable, and achievable.
• Ensures consistency of expectations across teams.
• Gives regular structured feedback to teams and seconded members.
• Ensure that the team members are equipped with the requisite skill-sets required for both current and future projects by developing a training and career development plan.
• Maintain a current and future skill matrix.
• Have training and development plans in place and ensure execution of the plan.
• Encourage and build a culture of innovation and collaboration.
• Create a culture for teams that are aligned to the platforms and BET values.

Resourceful and improving

• Generates new ideas and challenges the status quo, takes risk, supports change and encourages innovation.
• Searches for opportunity to create new ideas and innovate or improve efficiencies wherever possible.
• Solves problems through questioning the status quo.

Qualifications

You Bring:

• At least 3-5 years’ experience managing software development teams and leads.
• At least 6 years in a technical role within the IT software development industry.
• Prior experience ensuring timely project delivery.
• Provide technical and architectural guidance to development team.
• Ensure development standards and development SDLC is adhered to by the development team.
• Ability to work under pressure and in a fast-paced growing environment.
• Strong planning and organisational skills.
• Reporting skills at Senior Management level.
• Prior stakeholder and team lead management

Apply Before: 07/31/2025

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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

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Skill Set

• Strong attention to detail.
• SQL Development.
• Knowledge of design principles and fundamentals of architecture.
• Demonstrated leadership/mentoring skills.
• Detailed knowledge of the SDLC and management of software projects.
• Good written and verbal communication skills.
• Develop the solution in a manner which supports modification.
• Adaptability to change.

Responsibilities

What You'll Do:

• Design Fit for Purpose Solutions & Algorithms & planning.
• Actively contribute to design and planning meetings, discussions and documentation.
• Design solutions using most appropriate approved architectural pattern.
• Ensure design patterns used are increasing the organisational levels of high-volume transactional performance, resilience, automation and innovation.
• Ensure design meets best practices and are Test, DevOps and Support friendly • Identify and establish objectives for self and team.
• Set objectives/goals based on the team’s chosen software development methodology to successfully complete projects.
• Consider all reasonable factors, impediments and obstacles.
• Identify potential alternative strategies and refactor approach for maximum benefit within the shortest possible time.
• Formulate supporting plans and communicate with others in terms of dependencies and impact.
• Publish plan to, peers and stakeholders through agreed methods.

Implementation of a solution that is complete, efficient and compatible

• Deliver a complete solution which covers all the agreed specified tasks and user objectives
• Deliver a correct solution which provides the correct results with the needed degree of precision.
• Deliver an appropriate solution which facilitates the accomplishments of specified tasks and objectives comprehensively yet excluding unnecessary steps.
• Ensure checked in code is reviewed to ensure standards are met and the code base is sound.
• Deliver a solution in which throughput rates & response and processing times meet stated requirements.
• Deliver a solution in which effective/efficient resource utilisation of system resources occurs during operation.
• Deliver a solution which ensures the maximum operational capacity requirement is achieved or exceeded.
• Deliver a solution which can effectively/efficiently exchange information with other products, systems or components.
• Deliver a solution which performs efficiently and can co-exist with other solutions and does not have a detrimental impact on other solutions.

Implementation – Advises on the Solution and/or actions allocated tasks to ensure it has a High Usability Factor

• Ensure the user/s of the solution can achieve specified goals with effectiveness, efficiency and satisfaction.
• Ensure the user of the system can comfortably recognise the systems flow, functions and capabilities of the system.
• Ensure the system logically supports user self-learning on how to use the system with effectiveness and efficiency.
• Ensure the solution protects the user against making errors.
• Ensure the user interface is pleasing and presents a satisfying interaction for the user.
• Actions the proposed solution thus ensuring that it is accessible and can be used by people with the widest range of characteristics, capabilities, cultures and languages where appropriate.

Implementation – Ensure the Solution is Reliable

• Ensure the solution performs appropriately under agreed conditions for extended periods of time without the need for intervention (despite potential attacks).
• Ensure all steps are taken to reduce the occurrence of faults due to misunderstood requirements, design errors, and implementation errors.
• Ensure the solution is robust and remains continually available.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure complete data recoverability so that data may be recovered, and the desired state of the solution can be re-established (despite potential attacks).
• Ensure the solution is maintainable, and actively seeks methods to reduce down-time.
• Ensure the solution is durable so that as user volumes and requirements change the solution can evolve over the long term
• Ensure the solution simplifies support and maintenance support through traceability, and effective error messaging.
• Ensure over time, the solution becomes more mature where the interval between the interventions to remain operational become less frequent.
• Ensure in the event of a failure reduce effective downtime is to the minimum possible.

Implementation – Ensure the Solution has Effective Security

• Ensure the solution is secure, and confidential by protecting all information and data (also data transmission).
• Ensure persons or other solutions have the degree of access appropriate to their level of authorization and types.
• Ensure the solution has high integrity where the solution prevents unauthorised access to, modification of computer programs, data or settings.
• Ensure the solution has a high degree of survivability despite 3rd-Party interventions (attacks, human errors, hardware or software faults).
• Employ logs and records so that actions and events can be proven to have taken place and cannot be disputed/ repudiated later Ensure wherever possible actions can be traced uniquely to the entity which performed it.
• Ensure wherever possible the identify of an entity can be proved to be the correct one.

Implementation - Ensure the Solution is Maintainable.

• Ensure the solution and its relevant code base supports ease of modification for future maintainers.
• Ensure the use of appropriate standards and methods.
• Ensure where possible (without affecting performance/security) the solution caters for maintenance by support teams rather than developers.
• Ensure modularity where the solution consists of discrete components so that a change in one component has minimal impact on other components.
• Ensure relevant documentation is provided to support teams to reduce development support burden.
• Apply a strategy of reusability so an asset can be used in more than one solution or in building other assets.
• Where possible provide a mechanism for the solution to analyse its own faults and provide reports prior to a critical failure.
• Develop the solution in a manner which supports modification for future developers thereby reducing the numbers of defects or negatively affecting system quality.

Testing, verification and deploying

• Ensure the solution is test friendly by creating effective mechanisms for test data, automated testing hooks and simulations.
• Ensure the solution is delivered completely and with the additional assets which are required to make installation/deployment as seamless and easy as possible.
• Ensure the adaptable solution delivered is appropriate for different or evolving hardware, software or other operational usage environments.

Respond to Outages & Failures

• Provide proactive support to Peers, Testing, Dev Support and Operational teams so number of escalations to the development team is reduced, thereby maximising development time.
• Provide support to the Dev Support when required during operational events and create or assist with the creation of SOP’s.
• Be available to handle emergency outages and failures for your or your teams’ solutions.
• Perform trouble shooting and effectively resolve issues to increase solution stability and reduce intervention required over time.
• Recommend and execute approved improvements to development methods and solutions.
• Provide quick resolutions to app/system issues, driving stability, efficiency and effectiveness.
• Maintain solutions which have completed development and are in the operations phase.
• Develop technical support documentation and where possible/necessary, maintain the documentation.
• Assess risk and impact of production issues/changes and take appropriate steps to mitigate risk.

Coaching/Mentoring

• Provides guidance, training, and problem-solving assistance to other Team Members.
• Mentors and contributes to the growth of junior and intermediate Team Members.
• Designs and delivers end-user training and training materials.

Living the spirit:

• Actively drives a culture of collaboration and open communication within the team.
• Actively promotes authenticity and drives the spirit of diversity, inclusion, equity and belonging within the team.
• Actively drives a culture of versatility and adaptability by modelling and encouraging Team Members to support each other not only within the department, but within the business as a whole.
• Actively become a change agent and drive continuous learning within the team thus ensuring that the team approaches all tasks or challenges with enthusiasm and proactivity.

Qualifications

You Bring:

• Bachelor’s degree in computer science, Software Engineering, or similar field (advantageous).
• At least 5 years’ experience within a development environment.
• Knowledge of design principles and fundamentals of architecture.
• Demonstrated leadership/mentoring skills.
• Detailed knowledge of the SDLC and management of software projects.
• Good written and verbal communication skills.
• Strong attention to detail.

Apply Before: 09/26/2025

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Responsibilities

What You’ll Do:

Job Responsibilities:

Reporting and Implementation:

• Ability to implement Business Intelligence (BI) solutions using Microsoft BI stack – MS SQL Server, SSIS, SSAS, SSRS and Power BI.
• Responsible for the creation of Stored procedures, dashboards, reports and ETL processes.
• Learn, use and maintain an established set of tools and technologies, as necessary.
• Must be able to follow project Specifications, corporate coding standards and policies.
• Must be able to provide support on the report offerings.
• Participates in or supports workstream planning process.
• Collaborates with the Business Analysts to understand customer needs.
• Keeps customers informed about business intelligence tool problems and resolutions, timeously.

Develop and Implement

• Responsible for Collecting, analysing and sharing of data to help business teams drive improvement in key business metrics, customer experience and business results.
• Utilises database and web application technologies to develop and evaluate innovative, business intelligence tools and automated reports.
• Develops and tests BI solutions such as databases, queries, views, reports, and dashboards.
• Assists in data conversions, imports, and exports of data within and between internal and external software systems.
• Documents new and existing models, solutions and implementations.
• Design and build reporting and analysis tools that help streamline the business and make reporting, analysing, planning and forecasting more efficient.
• Supports and assists with the integration of BI platforms with enterprise systems and applications.

Production Support

• Ensures Troubleshooting of BI tools, systems and software.
• Ability to track performance and production issues.
• May assist in performance tuning of BI applications.
• Escalates production issues as appropriate.

Quality Assurance

• Responsible for Performing Quality checks on all work before giving approval to the stakeholder.
• Ensures the collected data is within required quality standards.
• May maintain the quality of Metadata Repository by adding, modifying and deleting data.

Living the Spirit:

• Engages in cross-functional collaboration and problem solving whilst encouraging a culture of inclusivity.
• Actively drives a culture of versatility and adaptability by supporting other Team Members not only within the department, but within BET Software as a whole.
• Shows up in an authentic manner and leverages off the team’s diversity to achieve deliverables.
• Views challenges as opportunities to expand on their knowledge base and takes a creative approach to overcoming the challenges.

Qualifications

You Bring:

• Degree or diploma in IT or related technical discipline.
• Minimum 1+ years proven experience in Microsoft BI Stack (SSIS, SSAS, SSRS, SQL).
• Experience in end-user report development.
• Experience with data staging (ETL) components.
• Ability to support and update existing products, and debugging, monitoring and troubleshooting BI solutions.
• Ability to create efficient T-SQL objects and processes according to spec (databases, tables, stored procedures, business rules and functions).
• Experience in T-SQL query optimization, troubleshooting and debugging.
• Understanding of database management systems, online analytical processing and ETL framework.
• Communicate with various departmental team members to understand the business requirements.
• Knowledge of the Kimball data warehouse lifecycle.
• Relevant Microsoft SQL certifications.

Apply Before: 08/04/2025

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Skill Set

• Excellent time management and planning skills.
• Excellent verbal and written communication skills.
• Analytical skills
• Critical thinking and problem-solving skills essential

Responsibilities

Administrative management:

• Schedules and attends stand up meeting for their allocated Teams.
• Prepares meeting minutes and distributes minutes to all relevant Team Members / Managers / Team Leaders.
• Regular updates made to the Time and Attendance system. It is imperative that all Team Members hours are captured accurately, and the system is kept up to date. Ensures that all Team Members’ hours are accurately captured/updated on the Time and Attendance system by monitoring and managing for the team and escalates where necessary.
• Reports extracted from Jarrison should be effectively utilized, to ensure time management of Team Members from start of day to end of day.
• Plans the weekly remote and support roster and ensures that the roster is distributed to the team timeously.
• Maintains planning foresight and the Project Team calendar.
• Plan, document and records knowledge sharing sessions.
• Ensures all decisions and changes are discussed are then documented and stored accordingly.
• Works with key stakeholders to plan and track the delivery of projects from kick-off to closure.
• Tracks the day-to-day delivery of the projects.
• Handles routine administration queries and admin request received from Team Leaders and be able to resolve these efficiently and effectively.
• Adheres to all administration policies, processes, systems, and procedures in the performance of administrative and other duties.
• Maintains an accurate electronic filing system ensuring that information is kept confidential.
• Operates in a neat, effective, and organised manner.
• Opens and sorts incoming e-mails to delegated department inboxes, according to priority and brings urgent material to the attention of the Team Leader.
• Works closing with the Team Leader to maximise productivity of the team.
• Schedules daily /weekly catch-up session with Team Leader to ensure effective communication of Team related assignments.
• Maintains an effective and productive relationship with Team Members.
• Present progress and results of tasks to management and other interested parties in the form of a weekly / monthly report.
• Conduct regular analyses of processes and procedures and making adjustments when necessary.
• Plan and co-ordinate team building initiatives or events in the team, where necessary.

Behavioural Outputs:

Adaptably Resilient

• Adapts to change and is open to new ideas and willing to take on new responsibilities.
• Able to handle pressure and can effectively adjust plans to meet changing needs/demands.
• Changes his/her interpersonal style and approach based on the circumstances.
• Adapts behaviour to maintain cooperative relationships with others.
• Accepts changes to task, plans, and procedures in order to align with strategic direction of the organization and appropriately adjusts behaviour and activities to changing conditions.
• Maintains a positive attitude in the face of change.

Living the Spirit

• Embrace a curious mindset and eagerness to explore new technologies, methodology, tools, and techniques and utilize this as an opportunity to develop on growth.
• Maintain open and transparent communication with your team by tracking and reporting on team progress, thus ensuring the team is informed, and aligned.
• Co-ordinate team activities and projects efficiently and ensuring a smooth workflow.
• Clearly defining the roles and responsibilities of each team member to minimize confusion and overlaps and ensuring everyone understands their specific contributions towards achieving the teams’ goals.
• Openness to different ideas, approaches and viewpoints and willingness to adapt work to align with the teams’ goals and priorities.
• Facilitate meetings and discussions to encourage collaboration and decision-making.

Qualifications

• Minimum of 1 - 2 years' experience in administration / Customer service.
• Minimum of 1 - 2 years' experience in a Software Development environment.
• Excellent time management and planning skills.
• Excellent verbal and written communication skills.
• Cooperative and communicative attitude with executive staff, managers, and employees.
• Analytical skills to monitor progress of an undertaking and identify areas needing adjustment or improvement.
• Critical thinking and problem-solving skills essential.
• Willingness to manage multiple tasks at once and adhere to guidelines and deadlines.

Advantageous:

• Relevant Business Administration qualification.
• Prior experience within a software development environment.

Apply Before: 07/31/2025

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Skill Set

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

Responsibilities

Job Responsibilities:

Technical support

• Performs general problem solving and assistance on diverse software applications and hardware systems for Hollywood Group/BET Software users.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting, and time management.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Communicate, when necessary, with stakeholders or 3rd party vendors to obtain any assistance required.
• 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 fiber lines and wireless backup mediums, LTE and P2P Wireless broadband connections.
• Troubleshoot and repair hardware-related faults
• Handle escalations related to IT infrastructure issues, including coordinating with Level 3 support teams and external vendors to resolve complex technical issues.
• Administer user accounts on Active Directory, including creating, modifying, and disabling accounts as needed.
• Communicate disruption in connectivity and service interruptions by sending connectivity and backup alerts
• Installation and maintenance of network and standalone printers.
• Troubleshoot network connectivity including LAN, WAN, and Hardware faults.
• Knowledge of a wide range of computer systems software, applications, hardware, networking, anti-virus products and communications.
• Troubleshooting of VPN connections using Fortinet solutions.
• Provide basic end-user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Physical effort may be required.

Administration

• Management of customer escalations to provide service excellence.
• Drafting relevant SOPs 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.
• Assign tickets correctly according to priority and technician skill sets
• Audit old tickets (On -hold, Pending, Stale, Breached, and 5 days and older), ensuring the team keeps these tickets at a minimum.
• Reporting on daily tasks completed and stumbling blocks

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.
• May be required to visit various Customer sites (Betting branches, Racecourses, offices and Stadiums) for physical equipment troubleshooting

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.
• Provides individual and/or group instruction and training to Level 1s, and/or Graduates on new or updated technologies
• May lead lower graded Team members i.e. Level 1s, and/or Graduates in performing the same or similar type of work.
• Must follow the handover process at the end of the shift.
• May participate on technology projects with large scope and broad organizational impact.
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions for all Bet Software services and third-party products.

Living the spirit:

• The job obligations of an IT Helpdesk Technician L2 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.
• Encouraging a supportive and inclusive environment where every team member's contribution is valued.
• It’s always important to remember that success is a collective achievement, and we celebrate it as a team.
• Support Junior IT Helpdesk Technicians / Interns and share your knowledge to help them upskill and develop in their role and career.
• Lead by example, encouraging authenticity and openness amongst the team
• Uphold high moral and ethical standards in all your actions and decisions.
• Take ownership of complex issues, driving them to resolution and ensuring accountability for your work.
• 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.
• Be willing to explore new approaches and technologies, pushing the boundaries of what is possible in IT support.
• Uphold the importance of remaining accountable for your actions and decisions.
• 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:

Minimum Requirements:

• Matric
• Required relevant qualifications in IT
• IT Certification or course preferably A+, N+ from a recognized institution
• At least 2 years’ experience in a service desk/help desk environment, infrastructure remote support.
• Experience with service-level agreements and ticket management tools.
• Experience in networking and telecommunications
• Experience in Microsoft suite applications.
• A+ & N+, qualification from CompTIA (Advantageous)
• 0365 and Azure (Advantageous)
• ITIL Foundation certification (Advantageous)

Apply Before: 08/11/2025

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Skill Set

• Blend of innovative thinking
• Proactive problem-solving
• Commitment to teamwork and ethical standards
• Contributing significantly to the overall success of the team.

Responsibilities

Job responsibilities:

• Analysis and Design: You will examine documentation like business requirements and specifications.
• This review helps you derive appropriate test estimates and formulate a strategic test approach, ensuring thorough test coverage.
• Implementation: You are responsible for developing manual functional test cases that adhere to internal standards and best practices.
• The development and execution of these tests should be meticulously managed within our test management tool to ensure both organization and efficiency.
• Alongside these responsibilities, you are also tasked with designing and implementing API tests to ensure system interoperability and robustness.
• Execution: You will execute tests using the relevant tools, ensuring that each test is conducted methodically and accurately.
• Defect Management: A key aspect of your role involves formally logging any defects found during testing.
• You will follow up on the progress of these defects and retest them once they are addressed.
• Retesting and Regression Testing: You are tasked with conducting both retesting and regression testing to ensure that software changes have not adversely affected existing functionality.
• This includes maintenance of the regression test pack.
• Reporting: You are responsible for creating test progress and test completion reports leveraging automated reporting capabilities as far as possible.
• Documentation and knowledge sharing: You will create documentation to facilitate knowledge sharing within the team.
• You will also be involved in conducting training sessions with the team to support upskilling efforts.

Living the spirit

• The ideal candidate for this role exhibits a dynamic and positive attitude, coupled with a solution-focused mindset to tackle challenges.

Key attributes include:

• Collaborative Teamwork: Engages actively in team efforts to achieve collective objectives, fostering a cooperative work environment.
• Adaptability and Openness to Change: Demonstrates flexibility and a willingness to adapt to evolving circumstances and environments.
• Eagerness for New Challenges: Shows enthusiasm for taking on new tasks and learning new skills, contributing to personal and professional growth.
• Promotion of Continuous Improvement: Encourages a culture of ongoing development and learning within the team by sharing insights and knowledge.
• Receptiveness to Feedback: Openly receives and acts upon feedback, acknowledging mistakes and taking responsibility for actions.
• Innovative Thinking: Brings fresh, creative ideas to the table, challenging conventional methods and suggesting novel solutions.
• Proactive Approach: Diligently follows up on pending issues until resolved, ensuring thorough and timely completion of tasks.
• Informed Decision-Making: Makes decisions based on factual data and analysis, ensuring they are timely and well-considered.
• Integrity in Communication: Maintains honesty, accuracy, and completeness in all forms of communication, upholding high ethical standards.
• Consistent Adherence to Processes: Reliably follows established protocols and policies, ensuring consistency and quality in all tasks undertaken.

Qualifications

Job specification:

• BSc, BCom, Ndip
• At least 3 years of QA related experience.
• ISTQB certifications are advantageous

Apply Before: 08/29/2025