Purpose of the Role

1. To improve and support the operational IT infrastructure to leverage its full capability.
2. To be responsible for ensuring all IT infrastructure and SAP environment are monitored, protected, supported and maintained according to best practices.
3. To liaise with Corporate Office support on initiatives to improve the IT ecosystem.
4. To ensure networks and servers are optimally configured, protected and can support the Business function software.
5. To drive cybersecurity awareness within the region and improve the security posture of the infrastructure.
6. To provide support and guidance to stakeholders via help desk.

Key Responsibilities

Information System Support

• Administer and monitor IT security and electronic access.
• Restrict access to IT hardware in accordance with security profiles.
• Update the IT asset register within 24 hours of new IT purchases.
• Perform an IT stock take on a quarterly basis.
• Establish systems to safeguard hardware and data.
• Perform system back-ups on a daily basis.
• Monitor System and SAP performance.
• Provide SAP and masterdata support for the Business and support to all IT disciplines within IFS.
• Liaise with 3rd party vendors to ensure appropriate support to the Business.
• Ensure sites are provided with appropriate IS support.
• Ensure IT asset tracking and documentation is up to date.
• Provide regular Cyber Awareness training and implement Cybersecurity initiatives according to the Cyber Strategy.

Hardware and Software Installation and System Maintenance

• Diagnose specific software related problems, interacting with vendors/consultants on corrective measures/applicability of suggested solutions.
• Install and configure set-up commands, test and solve logs and conduct analysis and evaluation on the functionality of application software.
• Set up, install and test new units prior to handover and monitoring functionality in the live environment.
• Maintain data dictionaries/ directories and control the distribution and retention of data on various storage devices.
• Provide application support through the technical call centre.
• Report and remove all pirated/illegal software.
• Conduct routine hardware and software repair and maintenance.

Network Management and Maintenance

• Maintain the WAN and LAN networks and ensure 90% uptime.
• Establish and maintain Internet connectivity.
• Configure networks in accordance with Business requirements and technical specification.
• Provide specifications to the Supply Chain Management Department for the purchase of software and hardware.
• Implement appropriate security measures to safeguard data and restrict network and system access appropriately.

Technical Call Centre Management

• Ensure all technical support calls are logged.
• Adhere to standard 24hour response time for resolution of all queries.
• Troubleshoot less complex problems with users on line, telephonically and/or by visiting the department to analyse, diagnose and resolve application and operating system related problems.
• Create short-cuts to facilitate easy access to commonly used applications and/or set up fields and formats for reporting purpose.
• Provide guidance to new users with star-up/log-on procedures and/or sequences, tools and capabilities of associated packages.
• Service IT users requests and incidents within defined SLA’s.
• Provide helpdesk reports and monitor helpdesk performance.
• Maintain other computer peripheral devices such as printers/tablets and solve problems as they arise.

Effective Teamwork and Self-Management

• Take ownership and accountability for tasks and activities and demonstrate effective self-management in terms of planning and prioritising, and self-development.
• Follow through to ensure that quality and productivity standards of work are consistently and accurately maintained.
• Inform relevant parties in the event of tasks or deadlines not met, the potential risks thereof and provide appropriate resolution.
• Manage colleagues’ expectations and communicate appropriately.
• Demonstrate willingness to help others and “go the extra mile” to meet team targets and objectives.
• Encourage collaboration with other team members by working within the broader finance and Internal Control support team to deliver overall team objective.