IT Systems Administrator

4 weeks ago

Stellenbosch, South Africa Hungry Lion Fast Foods (Pty) Ltd Full time

**ROLE OVERVIEW**

**DUTIES/RESPONSIBILITIES**
- Responsible for the maintenance, configuration, and reliable operation of Head office computer systems, network servers, and virtualization/cloud technologies.
- Install and upgrade computer components and software, manage virtual servers, and integrate automation processes.
- Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues.
- Provide suggestions for planning and implementing new or upgrades of IT infrastructure.
- Perform or manage regular backup operations and implement appropriate processes for data protection, disaster recovery, and failover procedures.
- Serve as lead point of contact in POS related / store escalations, incidents, projects and expansions of Retail Office & Wpro support efforts.
- Responsible for capacity, storage planning, database administration and performance
- Ensure all support SOP are followed and tickets are correctly logged, categorized and prioritized in Fresh Service and in line with IT SOP.
- Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution and escalations.
- Ensuring all faults are progressed & cleared within SLA.
- Manage escalations to other internal and external teams as appropriate.
- Managing faults and projects through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
- Identify and escalate repeat issues or service risks to IT management for analysis and strategic solutions.
- Training and upskilling.
- Manage several scheduled tasks for the department, designed to ensure that all systems remain operational & functional.
- Perform remote troubleshooting through diagnostic techniques, pertinent questions and troubleshooting.

**REQUIREMENTS**

**Essential**:

- Familiar with working on Windows, Chrome, iOS and Linux based distributions (preferably within QSR /retail environment).
- A keen interest in POS software/hardware, POS peripherals, networking and WAN technology and Systems Support.
- Have solid experience in a helpdesk or technical support environment.
- Database Administration Knowledge(Beneficial)
- Technical Design and Documentation(Beneficial)
- Vendor Management(Beneficial)
- Powershell and or scripting knowledge(Beneficial)
- Experience using an Issue tracking system/tool example: Jira(Beneficial)
- Experience working with ticketing systems(Ideal)
- Experience using G Suite(Ideal)
- Windows Server/OS Experience(Ideal)

**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 organized 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.

**QUALIFICATIONS**
**Any of the below**:

- MCSE/MCP/MCITP
- Diploma in Information Technology
- Bachelor of Information Technology
- Cloud qualification
- Matric with at least 5 years of working experience in a similar role.

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