Current Opportunities at BETSoftware

You Bring:

• A minimum of 3 years’ experience working onsite supporting customers.
• CompTIA Network+ required.
• Experience with / in:
• Service level agreements and maintenance.
• Experience in networking and telecoms.
• Experience in Microsoft suite applications.
• Valid Driver’s Licence required.
• Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) (advantageous).
• Microsoft Systems Engineer (MCSE) (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical Support

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on-site or telephonic support) assigned to the technician according to service level agreement timeframes.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or once-off projects which may be assigned from time-to-time.

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.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined Escalation. Matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Management of any and all escalations relating to IT infrastructure.

Site Survey & Documentation Reporting

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

Customer Centricity

• Respond to customer inquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure protection of all user’s data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

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).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills – especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

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You Bring:

• Completed or studying towards a relevant Degree or Diploma.
• Microsoft Office.
• 1-2 Administrative experience.
• 1-2 years Marketing experience.
• Strong written and verbal communication skills.
• Good interpersonal skills and the ability to foster relationships.
• High level of organization and attention to detail.
• Excellent planning and time management skills.
• Ability to work in a fast-paced environment and cross-functional group.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Ability to work under pressure and still produce good quality results timeously.
• Understanding of basic business and marketing concepts.
• Ability to spot emerging trends.
• Demonstrated problem solving and critical thinking skills.
• Strong communication, interpersonal, presentation, organizational and reporting skills.

What You’ll Do:

• Drive and take responsibility for researching competitors, technological trends, and gaining deeper insights into our target audience, thereby enabling enhanced content development through comprehensive research. Additionally, assist in organizing market research initiatives and staying updated on current trends and the latest technological advancements in the ICT industry, including upcoming events and tech releases. Support the marketing team with planning, implementing, and monitoring brand and marketing campaigns and various other projects.
• Develop a knowledge of, and be conversant in the ICT industry, business model basics, key issues and competitive situation.
• Assist with executing the brand and marketing strategies and contribute to developing campaigns with the Team.
• Coordinate status meetings to discuss progress, oversee the compilation of comprehensive status reports, and diligently track deadlines to ensure they are adhered to. Additionally, report findings from ongoing research endeavors and communicate the results to relevant stakeholders.
• Provide administrative assistance and support to the Brand and Marketing Team.
• Provide support for, and attend, promotions, marketing or company grassroot events and exhibitions where required.
• Demonstrate a commitment to do whatever is required to get the job done right and with enthusiasm.
• Update and maintain the marketing department’s documentation and databases.
• Ordering of marketing materials, stock takes and replenishment of stock and promotional items.
• Daily operational tasks to ensure the smooth running of Team.
• Consistently demonstrate project-leadership traits and be prepared and proactive, thorough and accurate.
• Arrange branding and marketing collateral as required.
• Updates job knowledge by participating in educational opportunities.
• Effectively manage and organize workload and workflow.
• Monitor stock, budgets and reconciliations in real time reporting on any variances.
• Actions any reasonable marketing related tasks required.
• Some weekend and after-hours work may be required from time to time.

Living the Spirit:

• Be proactive in offering assistance and volunteering to take on tasks or projects when needed.
• Don't wait to be assigned work; actively seek opportunities to contribute and add value to the team's efforts.
• Demonstrate a "can-do" attitude and a willingness to learn and grow.
• Approach your daily responsibilities with enthusiasm and a positive outlook.
• Embrace new challenges and changes in your marketing projects as opportunities for growth and learning.
• Be open to trying new approaches and exploring innovative ways to support the team.
• Express your unique perspective and creativity in your work, while ensuring it aligns with BETS brand identity.
• Don't be afraid to suggest creative ideas and solutions that reflect your authentic self.
• Encourage a work environment where colleagues can also express their individuality.
• Collaborate effectively with your team members by actively communicating and sharing ideas and feedback.
• Support and assist your colleagues in their tasks and projects.
• Recognize and celebrate the successes and contributions of your team, acknowledging that together you achieve more.
• Ensure that your work aligns with BETS values and brand identity and maintain consistency in how you support in your marketing campaigns and projects.
• Ensure that your tasks and projects directly contribute to BETs brand and marketing objectives.
• Maintain open and transparent communication with your team members and stakeholders, sharing insights, progress, and challenges as they arise.
• Bring your passion for marketing into your work, and let it shine through in your contributions to the team.
• Continuously seek opportunities to learn and grow in your role, staying up to date with marketing best practices and industry trends.

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You Bring:

• Bachelor’s Degree/National Diplomas.
• Relevant Project Management Certifications PMP, Prince II, Scrum Master, etc.
• 2 - 3 years’ experience in Software Development Project Management.
• 2 – 3 years’ experience with full product lifecycle with understanding of development lifecycle and various technology methodologies that support that lifecycle.
• Sound experience in Software Development Lifecycle and Implementation.
• Excellent planning, organizational and prioritization skills and be able to manage multiple projects simultaneously.

What You’ll Do:

Ensuring Project Management:

• Builds and maintains strong business relations with existing and prospective internal customers to interpret all individual requirements.
• Reviews changes in legal and procedural requirements affecting the business or projects.
• Validates product requirements and specifications with various departmental team members to understand the business requirements and facilitate handover to the development team.
• Analyses information and business systems to make recommendations for improvement of processes and systems.
• Co-ordinates, arranges and manages daily/weekly and monthly meetings with subordinates, management and business stakeholders as required.
• Is accountable for project status reporting as defined in a Communication Plan or as required by the Business Unit.
• Is accountable for proactively tracking the end-to-end project schedule and driving corrective action where required.
• Is accountable for end-to-end project planning and a Project Management Plan – including plans for Scope, Communication, Risk & Issues, Dependencies, Cost and Stakeholder Management.
• Assists Team Lead in creating and updating of Team Capacity Plans.
• Assists Team Lead in reviewing team backlogs and re-prioritisation with stakeholders.
• Identifies and schedules project deliverables, milestones, and required tasks.
• Adheres to best project management practices and methodologies such as Professional Management Institute standards or similar.
• Proactively manages change - including time, cost and scope changes.
• Tracks project decisions made on the project.
• Assists Business Units in getting any required benefits monitoring and reporting in place.
• Participates in all areas of the software development life cycle and provides technical support to other company personnel.
• Manages internal business processes or systems/application development projects.
• Liaises and manages external resources and suppliers.
• Ensures appropriate procedures and processes are followed.
• Participates in design control activities, and monitors, evaluates and ensures the completion of tasks and projects.

Ensures Effective Reporting:

• Reports on project success criteria results, metrics, test and deployment management activities.
• Determines the frequency and content of status reports from the project and program team, analyse results and troubleshoot problem areas.
• Provides status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership.
• Defines success criteria and disseminate them to involved parties throughout project and program life cycle.

Ensures Effective Communication:

• Communicates any project risk and issues including timing, budget, resources, scope and more to IT management.
• Collaborates closely with the Senior Project Manager and PMO Leader on enterprise projects.
• Communicates with various departmental team members to understand the business requirements.

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You Bring:

• Minimum 1 year experience within a development environment is advantageous.
• 1-year database experience is advantageous.
• 1 - 2 years server/client-side language is advantageous.
• Good written and verbal communication skills.
• Strong attention to detail

What You’ll Do:

Technical Outputs:

Design Fit for Purpose Solutions & Algorithms

• Design solutions using most appropriate approved architectural pattern.
• Design solutions for multi-tier architectures.
• Ensure design meets best practices and are Test, DevOps and Support friendly.

Perform Planning

• Identify and establish objectives for self.
• Work on objectives or goals within timeline.
• Consider all reasonable factors, impediments, and obstacles.

Implementation - Ensure the Solution is Functionally Complete

• Deliver a 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.
• Ensure checked in code is reviewed to ensure standards are met.

Implementation – Ensure the Solution has a High Usability Factor

• Ensure the user/s of the solution can achieve specified goals with effectiveness, efficiency, and satisfaction.
• 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.

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.
• Respond to outages and failures when and where needed.
• Improve fault tolerance even when operational conditions are not optimal.
• Ensure the solution is maintainable, and actively seek 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.

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 authorisation 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 third-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 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.