Intermediate IT Helpdesk Technician

About the role

The Intermediate IT Helpdesk Technician provides first‑line technical support for Hollywood Group/BET Software users, ensuring continuity of services across desktop, server and network environments. The role requires flexible shift coverage, including nights and weekends, to meet critical support needs.

Key responsibilities

• Deliver technical support and problem solving for software applications, hardware, and networking issues.
• Manage incidents and requests in an ITSM ticketing system following ITIL best practices.
• Administer, install, configure and troubleshoot Microsoft Windows operating systems and Office 365.
• Maintain Active Directory user accounts and enforce security policies.
• Troubleshoot telecommunications links (DSL, fiber, LTE, P2P wireless) and VPN connections using Fortinet solutions.
• Diagnose and resolve LAN/WAN connectivity problems and printer issues.
• Escalate complex incidents to Level 3 teams or external vendors and coordinate resolution.
• Document incidents, update tickets in clear English, and log time accurately.
• Draft SOPs and contribute to continuous improvement of support processes.

Required profile

• Availability for after‑hours and rotational shift work, including graveyard shifts.
• Strong written and verbal communication with professional etiquette.
• High integrity, confidentiality and attention to detail.
• Ability to work under pressure, self‑motivated and punctual.

Required skills

• Microsoft Windows desktop and server applications.
• Microsoft Office and Office 365.
• Active Directory user management.
• ITSM ticketing systems (ITIL framework).
• LAN, WAN and VPN troubleshooting.
• Fortinet VPN solutions.
• DSL, fiber, LTE and P2P wireless broadband knowledge.
• Hardware diagnostics and printer maintenance.
• Basic networking concepts and anti‑virus product familiarity.

What we offer

• Opportunity to work with a dynamic IT environment supporting a media software suite.
• Professional development through exposure to diverse technologies.