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.