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Mission/ Core Purpose of the Job
The IT Support & Systems Admin will be responsible for providing IT Support which includes end-user 1st line support, application maintenance, systems administration and testing support.
Key Performance Areas: Core, essential responsibilities/outputs of the position (KPA’s)
IT Support & Systems Administrator
- Responsibility to install, configure & maintain MTNGC Digital systems from an IT perspective.
- Haraka based on Salesforce & Enxoo solutions for telco
- MTNGC systems access
- Provide access to end-users
- Unlocking user accounts or resetting passwords due to user forgetfulness
- Dealing with SSO, two-factor authentication, and certificate problems
- Office365 integration
- Homepages configuration
- Roles & Profiles
- Notifications (emails, chatters)
- Provide 1st line support for issues/queries raised by End-Users
- Undertaking raised tickets and preliminary communication with end-users
- Analyse the impact of incidents and provide feedback to affected users or business area
- Coaching one to one to Sales, Commercial, Technical, Finance and all the relevant functions on their BAU tasks using the MTNGC platforms
- Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems
- Ability to resolve/fix issues & perform maintenance changes such as:
- Standard and Custom objects (fields, layouts, validation rules, etc.),
- User Interface (custom labelling, tooltips, quick text)
- New validations & new notifications
- Changes on DOA matrix (thresholds & responsible approvers)
- Test in UAT & deploy it in a live environment
- In case the issues cannot be internally fixed
- Liaise with 2nd & 3rd lines of support to resolve incidents
- In the case of Haraka, 2nd line is Enxoo & 3rd line is Salesforce
- Escalate to resolve the issues
- Obtain 2nd & 3rd lines support to track progress
- Produce monthly reports on IT Systems support issues, correspondent status, ageing & blocking factors
- Ensure system performance is up to standards => no slowness detected ?
- Help users to develop or fine-tune reports so they yield meaningful metrics
- Support Product Management team to excel in their performance while changing/creating new products & price books
- Data management: perform regular backups & upload data (mainly processed outside the system, for instance through emails)
- Ensure the system is certified by the Group Security team
Job Requirements (Education, Experience and Competencies)
Education:
- Minimum 4-year Academic Degree (Engineering/Computer Science)
- Fluent in English and language of country preferable
Experience:
- Minimum of 2 years experience
- Strong IT background in Telco environment
- A good understanding of the telecommunication industry – especially wholesale carrier services is desirable
- Salesforce Certified Administrator is a plus
- Experience in a similar role
Competencies:
- Ability to work effectively with multiple stakeholders in a multi-cultural environment
- Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges
- Ability to provide direction and leadership towards multiple business units with the organization
- Maturity to handle ambiguity and adaptive to a dynamic environment
- Strong technical and analytical skills
Other:
- Regional and international travel
- Ability to adapt to changing requirements of business and staff members
- Excellent interpersonal and technical skills.
How To Apply