Job Description

WHO WE AREWe are a young, fun, dynamic and growing company full of opportunities with little to no corporate politics. Our mandate is to enlist smart, creative and hard-working people who are prepared for a challenge and want to be part of building something great.THE OPPORTUNITYThe Africa IT Systems Administrator is an IT dependency and focused on the ongoing management of Systems and software applications in the Hungry Lion Africa estate, which includes the distribution of new software and upgrading of existing software, IT Service-centricity, Store Back office/Application uptime and functionality at all times. The IT Administrator assists with the Infrastructure/application architecture, where required, in Africa, implementation and ongoing support of systems projects to provide business solutions based on the general IT strategy as well as fully manage and assist with new store openings.DUTIES/ RESPONSIBILITIES * Deliver application and regional HQ support and deployment - based on the IT Strategy, communicated from time to time.

• System/Infrastructure/Application support, including the existing Systems/Applications and new programmes deployed into the Hungry Lion IT landscape
• Serve as the escalation point for internal Africa customers seeking assistance over the phone, email, or ticketing system for all Applications / Systems Support.
• Ensure store uptime as a priority and manage 3rd party SLAs in achieving this KPI
• Deliver onsite & remote application and regional store support and deployment - based on the IT Strategy, when and where required
• Training / skills transfer of related POS support to IT colleagues, where applicable
• Ensure Africa branches, Head office and management staff, follow the logging procedure without exception.
• Managing the helpdesk solution through the entire lifecycle from the first point of contact and serving as the contact point between the service provider and the resolution. Proactively keeping the customer informed of progress and creating a knowledge base for future reference, while keeping HQ informed of progress.
• Maintain/Support applications with company-preferred OS and report to the Hungry Lion IT management, if/where required.

• Coordinate with Project/development teams to identify needs and work with network engineers, system administrators, and database administrators to support and maintain Systems, infrastructure, and application server environments.
• Provide technical support to web designers and developers to assist in operating server technologies.
• Maintain metadata and support document management facilities.
• Generate reports and database queries using various scripts and querying languages, depending on required business requirement/outcome
• Respond to requests received by the service desk according to agreed SLA / KPI requirements, while at the same time managing supplier SLA / KPI.
• Provide regular project status and estimates to the management as required.
• Deliver on project tasks on time and within budget.
• Provide support in Quality Assurance testing and testing of recovery plans.
• Provide customer support including resolving issues, preparing cases, updating patches, manuals and training materials where applicable.
• Coordinate with the RSA IT service desk engineers to resolve issues, manage applications and recommend improvements.
• Provide technical support remotely / onsite on wired / wireless internet breakout
• Support in-house development of spreadsheet programs and databases.
• Contribute to the Life Cycle Total Cost of Ownership (TCO) - Total cost of proprietorship for the IT software development life span, by submitting detailed and accurate cost analysis with application / Software proposals, where required.
• Maintain and control the Software license management of all related systems / applications / tools - in the African environment by utilizing the approved asset management software.
• Perform daily checks and report on them as part of KPIs and assigned by the RSA IT Systems administrator
• Create and update official process documentation, where required.
• Identify, analyse and escalate repeat issues or service risks to IT management for strategic solutions
• Sharing knowledge with team colleagues
• Manage several scheduled tasks for customers, designed to ensure that the customers systems / applications remain operational & functional
• Perform remote troubleshooting through diagnostic techniques, pertinent questions and troubleshooting
• Perform on-site investigations/project implementations as and when the need arises.
• Change management

Measurable KPIs

• User Support based on ticketing system performance - Onsite / Remote
• Daily Checks - System monitoring based on daily checks and feedback
• DR - Testing and restoring
• Project tasks delivered on Time and within Budget
• Speed of Systems deployment - Average time needed to activate new systems after the demand is approved
• Speed of Systems deployment Retirement - Average time needed to deactivate legacy systems after the demand for cancellation is approved
• Fault Slip Through - The percentage of failures or errors overlooked by quality assurance checks and are then declared by end users after application rollout
• Average data centre availability
• Call centre PBX availability
• Server availability
• Incidents from changes
• Internet proxy performance
• Network availability - High availability sites
• Network availability - Standard sites
• Percentage of backup/restore success rate
• Percentage of production servers meeting software configuration standards
• Percentage of security update restarts within maintenance window
• Product adoption status and compliance
• Storage utility service availability

REQUIREMENTSEssential:

• Bachelors degree in technology/computer science/Proven work experience in a similar role.
• 3-4 years of proven experience as a Systems Administrator or application administrator role
• Outstanding attention to detail
• Superior time and project management skills.
• Tech-savvy with working knowledge of application design, infrastructure technology, and databases
• Analytical thinker
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Demonstrated ability to work successfully with a diverse group of users
• Customer-oriented and cool-tempered
• Ability to learn new content areas and new skills quickly
• Professional attitude and work habits.
• Vendor Management

Desirable:

• Experience with or knowledge of operating systems; current equipment and technologies, enterprise backup and recovery procedures, system performance-monitoring tools, active directories (or related), G Suite/Workspace, virtualisation, HTTP traffic, content delivery, and caching
• Experience in System Administration
• Knowledge of application design and integration, and cloud computing
• Expertise in creating, analysing, and repairing large-scale distributed systems
• Experience working on a project team
• Experience with using project management tools(Monday.com)

COMPETENCIES

• Must be able to demonstrate a customer-centric approach to support.
• The ability to liaise and communicate confidently and professionally with customer representatives at all levels in multiple countries.
• Natural aptitude for troubleshooting & problem-solving.
• Highly organised and able to work on own initiative to complete the range of tasks required.
• Flexible and willing to work outside core business hours if/when required.
• Willingness to Travel

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