Helpdesk Technician

As a Helpdesk Technician, the successful incumbent will be responsible for providing day to day technical support to all internal users under the Hollywood Group. You are required to support all IT Helpdesk services through an ITSM ticketing system.  Provide remote desktop support for Windows applications including VoIP, Surveillance, Network faults, user administration and respond to customer queries as a first point of contact while adhering to all policies and procedures of the IT Helpdesk Department.

Minimum requirements:

  • Microsoft Technology Associate (MTA) or Microsoft Technology Associate (MCSA).
  • ITIL Foundation certification.
  • 1 year + 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.
  • Knowledge of Microsoft Desktop and server applications.
  • Knowledge of computer hardware and peripherals and basic networking (LAN, VPN).
  • Ability to work on a roster basis including evenings and weekends.


Key responsibilities:

  • Provide day-to-day technical support for all Hollywood Group/Betsoftware 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.
  • Ability to administer user accounts on Active Directory.
  • Troubleshooting of VPN connections using Fortinet solutions.
  • Troubleshoot hardware related faults.
  • Monitoring connectivity alerts and backup alerts.
  • Interface when necessary with stakeholders or 3rd party vendors to obtain any assistance required.
  • Provide basic end user training.
  • Adhere to clearly defined Escalation Matrices and ITSM RACI.
  • Administration.
  • Build on KMDB & Documentation Reporting.
  • Ensure protection of all user’s data in compliance with company policies.Feedback to customer on status of all unresolved queries.
  • Undertake any other tasks or once-off projects which may be assigned from time-to-time.

Please note that only team members who meet the stipulated minimum requirements will be considered.