Information Technology Technician

Role Overview

The Information Technology Technician is charged with delivering both first-line and second-line support to maintain Sunbet Botswana’s entire IT infrastructure. This role ensures continuous availability, security, and optimal performance of technological systems that support online betting, retail outlets, and corporate operations. The Technician handles installation, upkeep, and support of hardware, software, networks, betting terminals, payment devices, CCTV, and telecommunications, while conforming to Botswana’s Data Protection Act, Gambling Authority regulations, and internal IT governance.

Primary Responsibilities

• Install, set up, and maintain desktop and laptop computers, printers, scanners, mobile devices, and Microsoft Windows ecosystems.
• Manage user accounts and Microsoft 365 applications support.
• Conduct preventative hardware maintenance, replacements, software updates, and maintain detailed IT asset inventories.
• Provide support for betting terminals, POS devices, and other end-user equipment.
• Monitor and sustain networks including LAN, WAN, Wi-Fi, VPN; configure routers, switches, and firewalls; and resolve connectivity issues.
• Oversee server health, storage solutions, backups, network performance, and system uptime, escalating serious issues to Group IT as necessary.
• Support online betting platforms, payment services, gaming system integrations, and customer registration platforms.
• Diagnose and resolve betting transaction and payment gateway failures.
• Deliver technical support to retail branches covering betting terminals, kiosks, cash tills, barcode scanners, digital signage, and network connections.
• Maintain operation of critical systems especially during major sporting events.
• Implement endpoint security, antivirus monitoring, OS updates, patching, and vulnerability resolution.
• Support cybersecurity awareness, monitor suspicious activity, and ensure compliance with data protection laws and IT security protocols.
• Provide prompt helpdesk support handling hardware, software, printer, Microsoft Office, and connectivity problems both remotely and onsite.
• Maintain comprehensive technical documentation, software licenses, asset registers, and system configurations.
• Coordinate with external vendors, oversee service delivery, and strive to improve IT system performance, security, and efficiency.
• Contribute to digital transformation programs and technology enhancement initiatives.

Qualifications and Experience

• Diploma or degree in IT, Computer Science, Information Systems, or a related field.
• At least 3 years supporting enterprise IT environments, including Microsoft Windows and Microsoft 365.
• Proficient in network technologies such as LAN, WAN, Wi-Fi, VPNs, routers, switches, and firewalls.
• Experience with cloud applications, enterprise hardware, and user devices.
• Proven helpdesk experience providing first and second-line IT support.
• Knowledge supporting payment gateways, POS, and retail technologies.
• Background in regulated sectors like online gaming, betting, banking, or finance is a significant advantage.
• Exposure to CCTV and access control systems support is beneficial.
• Experience working in environments demanding high availability, security, and business continuity.

Certifications That Enhance Suitability

• Microsoft Certified Professional (MCP)
• Microsoft Certified Solutions Associate (MCSA)
• CompTIA A+, Network+, Security+
• ITIL Foundation
• Cisco CCNA

Professional Competencies

• Strong analytical and problem-solving skills combined with outstanding communication and customer service abilities.
• High attention to detail and a proactive approach to resolving technical issues.
• Exceptional planning, organizational, and time management skills.
• Able to work autonomously and as part of a team.
• Adaptability, resilience, accountability, and a dedication to continuous learning and improvement.

Additional Information

If applicants do not receive any communication within 14 days after the closing date, they should assume their applications were unsuccessful.