IT Systems Administrator

ROLE OVERVIEW

The IT Systems Administrator is an IT dependency and focused on IT Service-centricity, ensuring Head Office and store uptime and functionality as a key component. The primary role of the IT Systems Administrator is to serve as the primary point of contact for installing, monitoring and maintaining software applications, manage network & technology tools, manage accounts & systems, monitor performance and maintain systems, ensure security through access controls, backups and firewalls, upgrade systems with new releases and models, manage incidents, addressing user concerns for both Head Office and stores.  The Systems Administrator will be providing a communications channel between other IT service management functions and the user community. This function includes infrastructure/service monitoring, remote QSR support via phone, in person, or online via support tools.

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. 
• Manage all applications & systems, ensuring all related equipment problems are resolved in a timely manner with limited disruptions. 
• 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.