Intermediate IT Helpdesk technician

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• Job Identification 1159
• Job Category Information and Communication Technology
• Posting Date 01/16/2026, 09:13 AM
• Job Schedule Full time

• 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.
• 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.
• Able to workon a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

Job Responsibilities:

Technical support

• Performs general problem solving and assistance on diverse software applications and hardware systems for Hollywood Group/BET Softwareusers.
• 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 fiber 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 organizational impact.
• Performs varied technical…