IT Systems Administrator

4 weeks ago

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

**WHO WE ARE**

We 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 OPPORTUNITY**

**DUTIES/ RESPONSIBILITIES**
- System/Infrastructure/Application support, including the existing Systems/Applications and new programmes deployed into the Hungry Lion IT landscape
- Ensure store uptime as a priority and manage 3rd party SLA’s in achieving this KPI
- 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.
- 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.
- Provide technical support remotely / onsite on wired / wireless internet breakout
- Support in-house development of spreadsheet programs and databases.
- Perform daily checks and report on them as part of KPI’s 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
- 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 KPI’s**
- 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
- 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

**REQUIREMENTS** Essential**:

- Bachelor’s degree in technology/computer science/Proven work experience in a similar role.
- Outstanding attention to detail
- Superior time and project management skills.
- 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
- Expertise in creating, analysing, and repairing large-scale distributed systems
- Experience working on a project team

**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

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