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 programs deployed into the Client’s IT landscape
Serve as the escalation point for internal Zambia 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 SLA’s in achieving this KPI
Training / skills transfer of related POS support to IT colleagues, where applicable
Ensure Zambia 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 serve 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 an application server environment compatible with company preferred OS and report to the IT management, if/where required.
Coordinate with Project/development teams to identify needs and work with network engineers, system administrators, 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 facility.
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 requirement, while at the same time manage 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 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 Zambian environment by utilizing asset management software, Asset Tiger
Perform daily checks and report on them as part of KPI’s
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.
Skills & Experience: Experience with or knowledge of programming languages and operating systems; current equipment and technologies, enterprise backup and recovery procedures, system performance-monitoring tools, active directories (or related), G Suite/Workspace, virtualization, HTTP traffic, content delivery, and caching
Experience in System administration
Knowledge of application design and integration, and cloud computing
Expertise in creating, analyzing, and repairing large-scale distributed systems
Experience working on a project team
User Support based on ticketing system performance
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 center availability
Call center PBX availability
Incidents from changes
Internet proxy performance
Network availability –
Outstanding attention to detail
Superior time and project management skills.
Tech savvy with working knowledge of application design, infrastructure technology and databases
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.
Proven work experience in a similar role
3-4 years proven experience as a Systems Administrator or application administrator role
To apply for this job please visit www.recruitmentmattersafrica.com .