Eat'N'Go is a restaurant group on a mission to become the premier food operator in Africa. We bring Africans the best brands of: QSR (Quick Service Restaurant) Fast Casual Casual Dining Fine Dining Coffee Shops We develop world class brands that address the needs of the African market by serving up a tasty portion of: Foods and Drinks Pizza, burgers, chicken, ice cream, coffee and more. Affordability Address all types of consumers and segments with diverse F&B concepts. Social responsibility Create jobs and empower individuals, enhancing the quality of life.
Job Description
- Manage and coordinate IT support across all national locations, ensuring timely response and resolution of issues in collaboration with regional IT teams.
- Standardize support procedures and best practices, providing guidance to regional IT staff to ensure consistent service delivery.
- Act as the escalation point for complex technical issues, working closely with the Assistant IT Manager to resolve critical incidents.
- Oversee remote support for stores, ensuring effective troubleshooting of POS systems, network connectivity, software, and hardware issues.
- Conduct periodic on-site visits to key locations to assess IT infrastructure, identify potential issues, and implement preventive measures.
- Coordinate with vendors or external partners as needed for repairs/replacement of equipment.
- Support the installation, configuration, and maintenance of POS systems, ensuring they are up to-date with the latest product, pricing, and promotional information.
- Provide troubleshooting for POS issues, coordinating with store teams to minimize downtime and ensure continuity of operations.
- Maintain accurate documentation of POS configurations, updates, and support procedures, sharing knowledge with regional support teams as needed.
- Work with the IT team to ensure robust network performance across locations, addressing connectivity or performance issues proactively.
- Perform diagnostics, implement security measures, and assist in system upgrades to improve network reliability and resilience.
- Ensure proper setup and maintenance of user accounts, permissions, and access in line with company policies.
- Maintain an up-to-date inventory of all IT assets, including computers, POS systems, network devices, and other equipment at each location.
- Track usage, location, and assignment of assets, coordinating with the Assistant IT Manager for audits and compliance reviews.
- Ensure all incidents, troubleshooting steps, and resolutions are properly logged in the ticketing system for accurate record-keeping and reporting.
- Conduct training sessions and create documentation for regional IT staff and store managers to improve IT troubleshooting skills and awareness.
- Develop instructional guides and SOPs for common IT tasks and preventive maintenance to reduce repetitive issues.
- Support user education efforts around IT security, safe practices, and system usage, promoting a proactive approach to issue prevention.
- Generate regular reports on support activities, common issues, resolution times, and overall IT performance metrics.
- Identify trends in support requests to help develop solutions and preventive measures for recurring problems.
- Participate in periodic reviews with the IT team to evaluate support processes, identify areas for improvement, and contribute to strategic IT planning.
Qualifications
- Bachelor’s degree in IT, Computer Science, or related field.
- Relevant certifications (e.g., CompTIA A+, Cisco CCNA, ITIL, Microsoft Certified Solutions Expert) are advantageous.
- Proven experience (typically 5+ years) in IT operations, including management of IT support, hardware maintenance, and network administration.
- Experience in the QSR (Quick Service Restaurant) or retail industry is a plus.
- Proficiency in managing IT assets, tracking their usage, and ensuring compliance with audits.
- Excellent written and verbal communication skills for clear reporting and interaction with nontechnical stakeholders.
- Ability to present complex technical information in an understandable manner.
- Ability to lead and manage IT teams, providing guidance, mentoring, and support.
- Strong interpersonal skills for effective collaboration across departments.
- Experience in planning, coordinating, and executing IT projects.
- Ability to manage resources, budgets, and timelines for successful project delivery.
- Expertise in hardware maintenance, POS systems, and network administration.
- Strong troubleshooting skills for diagnosing and resolving IT issues.
Preferred Qualifications:
- TIL (Information Technology Infrastructure Library) certification for service management.
- PMP (Project Management Professional) or similar certification for project management.
Method of Application
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