Fresh Openings at BETSoftware

Job Description

We Want You:

• Are you a rising tech talent with a passion for problem-solving and helping others?
• BET Software is on the hunt for a Junior IT Helpdesk Technician to join our vibrant Global Support team in Durban.
• In this role, you’ll provide day-to-day technical support to internal users across the Hollywood Group.
• You'll need the expertise to handle IT Helpdesk services via an ITSM ticketing system, offer remote desktop support for Windows applications—including VoIP, Surveillance, Network faults, and user administration—and serve as the first point of contact for customer queries, all while following our IT Helpdesk policies and procedures.
• Ready to be part of an All-Star team?
• Apply now.

You Bring:

• Matric
• Relevant information technology qualification.
• A minimum of 1 Year experience in an IT Helpdesk environment.
• Exposure and experience within an ITHelpdesk service desk.
• A+ or N+ certification (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical support

• Provide Level 1 technical support for IT Helpdesk services, including responding to and resolving user queries and issues.
• Utilise ITSM ticketing system aligned with ITIL framework for managing and prioritising support tickets.
• Escalate any issues beyond Level 1 to appropriate support teams.
• Answering phone calls professionally and promptly and gathering all client information about technical issues.
• Providing remote support to clients in different regions.
• Collaborating with IT professionals to determine technical solutions.
• Management of any escalations relating to IT infrastructure. Provide day-to-day technical support for all Hollywood Group/BET Software 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 faults.
• Assist with upgrading/maintaining antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware-related faults.
• Provide basic end-user training and providing customers with customer feedback
• Adhere to clearly defined Escalation Matrices and ITSM RACI.
• Monitoring and reporting on Branch connectivity alerts, using the monitoring tools provided (Libre LMS/Nagios).

Administration

• Being the initial point of contact with customers and ensuring exceptional customer service during their first interaction is delivered.
• 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 issues or faults correctly and accurately in the ticketing system.

Customer Centricity

• Feedback to customers on the status of all unresolved queries.
• Ensure the protection of all user and company data in compliance with company privacy policies.
• Monitoring branch connectivity via monitoring platforms provided to identify branches who require assistance.
• 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 in 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 detail.
• 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 required, including graveyard shifts.

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Job Description
We Want You:

• We want you to lead your team to success at BET Software!
• We’re looking for a Software Delivery Lead with a strategic mindset and strong leadership, to oversee complex system development projects across various products and technologies.
• As a Software leader, you will be accountable for the successful delivery of projects, using your expertise in planning, coordinating, and leading teams through the full delivery lifecycle.
• You will define timelines, allocate resources, and collaborate with cross-functional teams, including Project Managers, Business Analysts, Architects and Developers.
• You will also liaise with stakeholders to ensure products reach the market on schedule while maintaining the highest standards of compliance and quality.
• In this role, you will provide mentorship and guidance to team members, fostering their growth and enhancing team performance.
• If you’re ready to lead high-performing teams and deliver impactful, innovative solutions, we invite you to apply.

You Bring:

• At least 10 years in a technical role within the IT industry.
• At least 3-5 years’ experience managing/leading software development across functional teams.
• Experience facilitating timely product/project delivery.
• Detailed knowledge of the SLDC and management of software projects.
• Driven to achieve results despite obstacles.
• Good written and verbal communication skills.
• Strong attention to detail.

What You’ll Do:
SDLC management

• Is responsible for each phase of the product or project life cycle, end to end from inception, growth, maturity to decline.
• Where applicable this includes inception, requirement, analysis, design, development, testing, deployment, infrastructure, capacity, performance, support, monitoring and decommissioning as required.
• Aligns development roadmap with business, clients (internal and external) and technology through collaboration with multiple team members.
• Manages issues with appropriate urgency which includes resolution and communication with stakeholders in conjunction with the support / post deployment process.
• Prioritizes and plans of backlogs/demand pipelines and product roadmaps.
• Define, track and measure product Business Benefit Realisation as appropriate to your product development space.
• Maintains sound technical understanding and in-depth product as well as general group product and system knowledge.

Strategic mindset

• Aligns objectives and activities to the broader strategic needs of the team and Bet Software.
• Customer centric - responsible for creating and proper grating a customer-oriented attitude within the team whilst identifying and understanding the needs of all customers and managing their expectations.
• Facilitates an understanding of competitor analysis and market research to identify areas of opportunity and risk associated to the product.
• Aligns and collaborates with other product teams as required to achieve objectives.
• Provides consistent, clear, and regular communication with key internal and external stakeholders.
• Integrates the team and department processes and procedures effectively with companywide process and procedures.

Team management

• Leading direct and indirect reports for the successful management of the allocated product (i.e. second team members)
• Ensures that the cross-functional team is aligned with the company’s strategy and working towards achieving the strategy.
• Ensures the team is appropriately resourced and members are equipped with the requisite skill required for both current and future projects.
• Supports and/or develops a training and career development plan for each team member.
• Collaboratively work with team members to set performance goals and measures
• Conducts regular performance discussions with the team to facilitate a culture of growth.
• Facilitates mentoring and coaching as required.
• Oversee all aspects of the team by facilitating and resolving issues through effective problem solving and communication skills.
• Maintains a current and future skill matrix for the team.
• Creates a culture for teams that are aligned to the platforms and BET values.

Decision making quality

• Makes confident, timely, fact-based decisions drawing on a broad range of resources through collaboration with others.
• Ensure 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.
• Take 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.

Resourceful and improving

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

Closing Date: 25 July 2025