Summary
Date Posted: Tuesday, June 27 2023, Base Salary: Not Disclosed

JOB DETAILS:
Who We Are
Operating in multiple African countries, with over 260 quick-service restaurants (QSR) and plans to double that within the next 3 years, Hungry Lion strives to provide high-quality products at affordable prices in a modern fast-food environment.We are a young, fun, dynamic, and GROWING company full of opportunities with little to no corporate politics. Our mandate is to enlist intelligent, creative, and hard-working people who are prepared for a challenge and want to be part of building something EXTRAORDINARY.

THE OPPORTUNITY
We have an opportunity for an experienced IT Administrator to join our IT team. The purpose of this role is to focus on the ongoing management of systems and software applications in Hungry Lion Zambia, which includes the distribution of new software and upgrading of existing software, IT service-centricity, store back-office/application uptime and functionality at all times. The IT Administrator assists with the Infrastructure/application architecture, where required, in Zambia, implementation and ongoing support of systems projects to provide business solutions based on the general IT strategy as well as fully manage and assist with new store openings.
This position is based in Lusaka, Zambia.

Duties/ Responsibilities
• Deliver application and regional Head Office (HQ) support and deployment – based on the IT strategy, communicated from time to time.
• System, infrastructure, and application support, including the existing systems and applications and new programs deployed into the Hungry Lion IT landscape.
• Serve as the escalation point for internal Zambia customers seeking assistance over the phone, email, or ticketing system for all applications and systems support.
• Ensure store uptime is a priority and manage 3rd party SLAs in achieving this KPI.
• Deliver onsite & remote application and regional store support and deployment – based on the IT strategy, when and where required.
• 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.
• Manage 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 keep the customer informed of progress and create a knowledge base for future reference, while keeping HQ informed of progress.
• Maintain and support applications with company-preferred OS and report to the Hungry Lion IT management, if/where required.
• Coordinate with the Project and Development teams to identify needs and work with network engineers, system administrators, and 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 facilities.
• Generate reports and database queries using various scripts and querying languages, depending on business requirements.
• 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 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, and 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 remotely / onsite 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, and tools – in the Zambian environment by utilising the approved asset management software.
• Perform daily checks and report on them as part of KPIs 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.
• Share knowledge with IT colleagues.
• Manage several scheduled tasks for customers, designed to ensure that the customers’ systems/applications remain operational & functional.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Perform on-site investigations/project implementations as and when the need arises.
• Change management.

Requirements
Essential
• Bachelor’s degree in technology/computer science.
• 3-4 years of proven experience as a Systems Administrator or application administrator role.
• Tech-savvy with working knowledge of application design, infrastructure technology, and databases.
• Good understanding of computer systems, mobile devices, and other tech products.
• Flexible and willing to work outside core business hours if/when required.
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, virtualization, HTTP traffic, content delivery, and caching.
• 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.
• Experience with using project management tools (e.g. Monday.com).

COMPETENCIES
• Outstanding attention to detail.
• Superior time and project management skills.
• Analytical thinking skills.
• 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 high EQ.
• Ability to learn new content areas and new skills quickly.
• Professional attitude and work habits.
• 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.
Closing date: Friday 30 June 2023

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
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