Application Closing Date: 24 July 2025
Posted: 24 June 2025
Location: Cape Town, Western Cape
Employment Type: Permanent
Industry: Information Technology and Services
Department: Other
Level: Mid-Senior
Functional Area: Information Technology
💼 Job Overview
BET Software is looking for a solutions-driven Intermediate IT Helpdesk Technician to join its Global Support Team in Cape Town. This Level 2 role is ideal for a technically skilled professional ready to take on desktop, network, and infrastructure support challenges while mentoring Level 1 Technicians. You’ll be the first responder for escalated issues and contribute directly to the reliability and efficiency of BET’s IT operations.
🎓 Minimum Requirements
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Matric
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Relevant IT qualification (e.g., Diploma or Certificate)
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A+, N+ certifications (CompTIA preferred)
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Minimum 2 years’ experience in IT helpdesk or service desk support
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Solid knowledge of Microsoft 365, networking, and telecommunications
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Advantageous: ITIL Foundation, Azure, VPN (Fortinet), O365 administration
🔧 Key Responsibilities
🖥️ Technical Support
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Deliver Level 2 technical support across desktop, network, and server systems
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Manage incidents via ITSM tools, aligned with ITIL framework
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Troubleshoot network issues, VPNs (Fortinet), MS Office, VoIP, surveillance, and hardware faults
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Support and configure Active Directory user accounts
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Install and maintain printers and troubleshoot connectivity (LAN/WAN/VPN)
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Work closely with Level 3 teams and external vendors to resolve escalated issues
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Provide basic training and knowledge-sharing to junior team members
📋 Administration
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Log and update tickets accurately in clear professional English
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Ensure SLA compliance and conduct ticket audits (stale, breached, pending)
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Draft SOPs to improve operations and efficiency
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Report on daily tasks, challenges, and resolution metrics
🤝 Customer Centricity
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Keep users updated on query progress and resolution
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Protect user data in line with company policies
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Travel to sites (branches, stadiums, racecourses) if required for physical support
👥 Team Collaboration
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Guide and mentor Level 1 Helpdesk Technicians and Interns
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Participate in once-off projects or tech implementations
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Document user guides and system procedures
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Follow proper shift handover processes
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Work rotational shifts, including weekends, nights, and graveyard shifts
💡 Key Skills & Attributes
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Strong analytical thinking and troubleshooting skills
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Excellent verbal and written communication
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Good understanding of Microsoft server and desktop technologies
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Customer-first approach and high attention to detail
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Confidentiality, accountability, and punctuality
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Self-motivated and adaptable to fast-paced environments
🌟 Living the Spirit (Company Culture)
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Champion teamwork, knowledge-sharing, and mentorship
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Take initiative to improve systems and operations
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Support a culture of diversity, inclusion, and authenticity
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Uphold ethical standards and represent Global Support proudly
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Approach each day as an opportunity for growth and innovation
🚀 Why Join BET Software?
BET Software invests in its people. With learning and development programmes, career growth paths, and performance incentives, it’s a workplace where your skills are nurtured, and your contributions are valued.
📬 How to Apply
Submit your application by 24 July 2025. Only applicants who meet the minimum criteria will be contacted.
📌 If you do not hear from us within 30 days, kindly consider your application unsuccessful.