Information Technology Job Roles at BET Software

You Bring:

• 2-3-year of experience on an IT service desk.
• Preferred qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• Strong written and verbal communication skills.
• Good interpersonal skills and technical capabilities.
• Excellent problem-solving and attention to detail.
• Ability to multi-task in a deadline-driven environment and show initiative.
• Strong organisational and resourceful capabilities.
• High levels of attention to detail and resilience.
• Exposure and experience with monitoring tools such as Dynatrace/Elastic/Grafana and Prometheus etc (advantageous).
• Exposure and experience with SQL (advantageous).
• Experience in ITIL Foundation (advantageous).

What You’ll Do:

Technical Support

• Monitor and refine metrics to be used as a baseline for monitoring.
• Serve as the second point of contact for customers seeking technical assistance over the phone, live chat, or email if this cannot be resolved by the first line of support.
• Ensure each individual complaint is properly dealt with, minimising financial and reputational damage.
• Holistically assess customer problems so areas of concern may be identified.
• Determine the best solution to the problem and the information provided by the customer.
• Walk the customer through the problem-solving process.
• Escalate an unresolved problem to the next level of support personnel immediately.
• Follow up on the escalation and ensure resolution.
• Ensure the customer is appropriately informed.
• Escalate when resolution does not occur within the agreed time.
• Manage the incident queue for escalation to the third line support where necessary, including triage and reprioritisation.
• Alert all relevant teams of any major downtime or maintenance and follow through until resolution.
• Ensure systems are tested efficiently and effectively and errors are raised timeously.

Provide Advanced Technical and Business Support

• Provide quick resolutions to app/system issues, driving stability, efficiency, and effectiveness.
• Maintain application systems that have completed development and are in the operations phase.
• Manage, maintain and support applications and their operating environments.
• Develop and maintain technical support documentation.
• Assess risk and impact of production issues/changes and escalate to the business and development teams.

End-User Assistance:

• Provide end-users with second-level technical assistance via whatsapp chat, email, skype and phone calls.
• Diagnose and fix complicated software-related problems, such as software system faults and system difficulties.
• Work together to solve issues with Level 1 assistance.

Resolution of Issues:

• Identify and fix software issues with system integration, database failures, and application functioning.
• Comply with standard operating processes for resolving issues and record resolutions.

Escalation:

• Report unsolved problems to development or Level 3 support teams, including thorough details and, if required, replicating the problems.

Knowledge Base Maintenance:

• Facilitate knowledge sharing through the creation and maintenance of technical documents and SOPs, simultaneously contributing to the currency of the support knowledge base.
• Assume the role of a mentor and offer guidance and knowledge sharing to Junior Application Support Analysts.

User Training:

• Help create and conduct sophisticated software support related user training.
• Work together to develop user training materials with Level 1 assistance.

Cooperation:

• To tackle complicated software problems, closely cooperate with development teams, business analysts, product and project management and Level 3 support.
• Take part in the software patch and upgrade testing and validation process as well as maintenance.

Living the Spirit:

• We are dedicated to providing exceptional support, continuously striving to improve and exceed customer expectations.
• We embrace challenges as opportunities and are dedicated to finding innovative solutions that enhance our products and services.
• We understand that our collective efforts drive success. We actively seek out collaboration to ensure a seamless and efficient support system.
• Our customers are at the heart of everything we do. We are committed to resolving their issues promptly and effectively.
• We thrive in an ever-evolving environment and embrace change as an adventure, staying adaptable and open to new possibilities.
• We take ownership of our responsibilities, adhering to best practices, and ensuring that issues are resolved and customer satisfaction is achieved.
• We are committed to personal and professional growth, always seeking to expand our knowledge and skills to better serve our customers and the company.
• We foster open and honest communication, sharing insights and feedback to promote an atmosphere of trust and collaboration.
• We actively identify areas for improvement and recommend changes, enabling the company to stay ahead of potential issues.
• We adhere to established Standard Operating Procedures (SOPs) while also identifying opportunities to create or update relevant documentation for improved processes.

go to method of application »

You Bring:

• Matric
• Required relevant qualifications in IT or A+, N+ certification from a recognised institution.
• At least +3 years’ experience in a Service Desk/Helpdesk environment, infrastructure remote support.
• Exposure and experience within an IT Helpdesk 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).

What You’ll Do:

• 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.
• 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.

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.

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.
• 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
• 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.

Living the Spirit:

Build on KMDB and 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; recognises 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 specialised 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.

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 among 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.

go to method of application »

You Bring:

• Matric
• Required relevant qualifications in IT.
• IT Certification or course preferably A+, N+ from a recognised 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).

What You’ll Do:

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 fibre 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 organisational 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.

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 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.

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 among 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.

go to method of application »

You Bring:

• Matric
• Required relevant qualifications in IT or A+, N+ certification from a recognised institution.
• At least +3 years’ experience in a Service Desk/Helpdesk environment, infrastructure remote support.
• Exposure and experience within an IT Helpdesk 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).

What You’ll Do:

• 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.
• 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.

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.

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.
• 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
• 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.

Living the Spirit:

Build on KMDB and 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; recognises 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 specialised 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.

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 among 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.