Jobs Recently Opened at BET Software

You Bring:

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

What You’ll Do:

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.
• 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 utilised, 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.

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You Bring:

• Matric
• Relevant qualification in IT: Computer Engineering or Software Programming (Degree or Diploma).
• A minimum of 3+ years of experience in an Application Support environment.
• Minimum 1-year experience with databases.
• Minimum 1-year server/client-side languages.
• Exposure and experience with monitoring tools such as Dynatrace/ Elastic/Grafana and Prometheus.
• Experience with service-level agreements and ticket management tools.
• Exposure and experience with SQL.
• Flexibility to work shifts.
• ITIL Certifications (advantageous).
• Microsoft Certifications (advantageous).

What You’ll Do:

Technical Support

• Monitor and refine metrics to be used as a baseline for monitoring.
• Serve as the third 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 development 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 development team where necessary, including triage and re-prioritisation.
• 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 downtime.
• 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 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.

Provide Deployment Support

• Provide support to operational teams and support the solutions being delivered.
• Ensure newly deployed solutions are closely monitored for an agreed period.
• Provide impact analysis for defects and roll-back events.

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.

Perform Debugging

• Perform debugging on logs/databases/code.
• Modifies, and changes code to resolve issues.
• Adheres to development practices and guidelines.
• Performs appropriate risk analysis, testing, and validation before rolling out changes.
• Participate in retrospectives and identify work process/development improvements.

Issue Resolution:

• Identify and fix intricate software issues pertaining to system integration, database faults, and application functioning.
• Comply with standard operating processes for resolving issues and record resolutions.
• Assist Level 1 and Level 2 support analysts in solving challenging problems by serving as a mentor.
• Escalation:
• Report unsolved problems to development teams, including thorough details and, if required, replicating the problems.
• If necessary, work together with Level 3 support teams from other organisations.

User Training:

• Create and provide sophisticated software application user training.
• Provide user guides and training materials for support analysts at Levels 1 and 2.

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 and Intermediate Application Support Analysts.
• Write and update guidelines and articles to help with the upkeep of the support knowledge base.

User Training:

• Create and provide sophisticated software application user training.
• Provide user guides and training materials for support analysts at Levels 1 and 2.

Quality Assurance:

• Take part in software patch and upgrade quality assurance testing.
• Make certain that bugs in software are well-tested and recorded prior to releases.

Strategic Guidance and Decision-Making:

• Provide strategic guidance and expertise to clients, including senior management, on technical matters related to application support, performance optimisation, and risk mitigation.
• Collaborate with cross-functional teams to assess the impact of proposed changes, upgrades, or enhancements on application performance and stability.

Continuous Improvement Initiatives:

• Lead and drive continuous improvement initiatives to optimise support processes, streamline workflows, and enhance the overall efficiency and effectiveness of application support operations.
• Identify opportunities for automation, standardisation, and process optimisation to improve service delivery and reduce response times.

Incident Management and Resolution:

• Lead the resolution of critical incidents, coordinating with internal teams and external vendors to ensure timely resolution and minimise impact on business operations.
• Conduct post-incident reviews and root cause analysis to identify underlying issues and implement corrective actions to prevent recurrence.

Alert Management and Communication

• Send out alerts to stakeholders regarding system outages, maintenance activities, or other critical incidents, ensuring timely and accurate communication.
• Collaborate with the business and client teams to communicate the impact of outages or maintenance activities and provide ongoing updates on the progress of issue resolution.

Shift Work and SLA Adherence

• Ability to work shifts as required to provide support coverage during business hours, weekends, or holidays.
• Adhere to SLAs for response and resolution times, ensuring that all support activities are conducted within agreed-upon timelines.
• Ensure that all tickets assigned to level ones are categorised correctly.

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 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.

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You Bring:

• Relevant information technology qualification.
• A minimum of 1 Year of experience in IT Helpdesk environment.
• A+ or N+ certification (advantageous).
• ITIL Foundation certification (advantageous).

What You’ll Do:

Technical support

• Technical support for all Level 1 IT Helpdesk services.
• Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.
• Management of any and all escalations relating to IT infrastructure.
• Provide day-to-day technical support for all Hollywood Group/Betsoftware services and third-party products.
• Ensure all Incoming calls are handled professionally and in a timely manner.
• 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 related faults.
• Provide assistance with upgrading / maintaining antivirus products.
• Troubleshooting of VPN connections using Fortinet solutions.
• Troubleshoot hardware related faults.
• Provide basic end user training.
• Adhere to clearly defined Escalation Matrices and ITSM RACI.

Administration

• 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 time correctly and accurately in the ticketing system.

Customer Centricity

• Feedback to customer on status of all unresolved queries.
• Ensure protection of all user’s data in compliance with company policies.

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.