BET Software IT Helpdesk Technician 2 (Umhlanga) Jobs in South Africa

BET Software IT Helpdesk Technician 2 (Umhlanga) Jobs in South Africa

Job Description

You’re an expert that can support all IT Helpdesk services by providing day-to-day technical support to all internal users in the company. You’re comfortable providing remote desktop support for Windows applications including VoIP, surveillance, network faults, user administration, as well as responding to customer queries as the first point of contact.

And you can do all this while adhering to all policies and procedures of the BET Software IT Helpdesk Department. If that sounds like you, then we have the perfect opportunity for you as an IT Helpdesk Technician 2.

You Bring:

Matric.

Diploma or Degree in Computer Systems advantages.
Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA) is Required.

Microsoft Systems Engineer (MCSE) advantageous.

ITIL Foundation certification is Required.

At least 2 years experience in a service desk/help desk environment, infrastructure remote support.

Experience with service level agreements and maintenance.

Experience in networking and telecoms covering Microsoft applications.

What You’ll Do:

Technical support for all Level 1&2 IT Helpdesk services.

Management of customer contact to provide service excellence.

Management of ITSM ticketing system aligned with ITIL framework, Reporting and time management.

Management of any and all escalations relating to IT infrastructure.

Ability to administer user accounts on Active Directory.

Monitoring connectivity alerts and backup alerts.

Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.

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, analogue phone lines, 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 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.

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 times correctly and accurately in the ticketing system.

Feedback to customers on the status of all unresolved queries.

Ensure the protection of all user’s data in compliance with company policies.

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.

How to Apply

For more information and job application details, see; BET Software IT Helpdesk Technician 2 (Umhlanga) Jobs in South Africa

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