IT Field Technician

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• Knowledge of Microsoft Desktop and server applications.
• Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
• Experience in cabling and electronics.
• Systems troubleshooting.
• Information technology system support skills.
• Excellent Microsoft Office skills.
• Excellent written and verbal communication skills – especially writing professional reports.
• Negotiation and networking skills.
• Professional and punctual approach.
• Pride in appearance.
• Commitment to customer service and exceptional attention to details.
• High level of integrity and confidentiality.
• Able to work under pressure.
• High level of ethics to ensure corporate responsibility.
• Able to work on a rotational shift basis to cover weekend support. There will be night shifts required, including graveyard shifts.

• Installation, setup, maintaining and training of all relevant systems, hardware, services, networks and software daily.
• Set up, maintain or repair computer equipment and related devices.
• Installation and troubleshooting of networking equipment.
• Attend to all service activities (whether on‑site or telephonic support) assigned to the technician according to service level agreement time frames.
• Train users to work with new computer hardware or software.
• Undertake any other tasks or one‑off projects which may be assigned from time‑to‑time.

• Troubleshoot and respond to multichannel tickets logged within the required response and resolution SLAs.
• Update ticket entries with clear informative written English, without jargon or acronyms.
• Log all time correctly and accurately in the ticketing system.
• Update and close off all tickets assigned in the ITSM system and adhere to clearly defined escalation matrices and ITSM RACI.
• Manage technician idle time to ensure all tasks are met as agreed upon by IT Manager and customers.
• Manage any and all escalations relating to IT infrastructure.

• Compile technical reports and documentation accurately and detailed regarding the customer site.
• Compile and assist with daily incident, service request and change management reporting.
• Timely submission of daily and monthly reports to relevant stakeholders is a critical responsibility. This entails providing daily reports and fulfilling monthly reporting requirements as requested by direct reports to the manager.

• Respond to customer inquiries and issues promptly, demonstrating our commitment to their satisfaction and loyalty.
• Regular feedback to customer on status of all unresolved queries. This should be followed through until the query is resolved.
• Ensure protection of all user’s data in compliance with company policies and the POPI act.
• Consistently deliver outstanding customer support by actively listening to customer inquiries, addressing their concerns, and providing timely and appropriate solutions.
• Identify opportunities to exceed customer expectations, creating memorable, positive interactions.

The job obligations of an IT Field 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.
• 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.
• Fostering an environment with open and clear communication to ensure everyone is on the same page. Team members are encouraged to use stand‑up discussions / team / department meetings to communicate and exchange information that will benefit the team and contribute to BET Software's success.
• Embrace each day as an opportunity to learn and grow in the ever‑evolving field of IT. Every day…