Job Opportunities at Adapt IT Holdings

Primary Responsibilities for the Role

Lead Generation

• Consistently generate high volume of high-quality activities and interactions on behalf of Executives and C-suite (including but not limited to virtual meetings, calls, site visits, face-to-face engagements / meetings at industry events, roadshows) targeting companies in the African region and globally that meet the company’s acquisition criteria.
• Where applicable, coordinate relevant arrangements (such as travel for site visits and interaction format) on behalf of a global team (accommodating time zones, and various travel arrangements)
• Support company goal of being recognized as being the acquiror of choice in the African region by: 
• Articulating the Adapt IT’s acquisition criteria and value proposition verbally and in writing.
• Increasing the company’s M&A brand credibility in writing and through cold outreaches
• Identify, connect, and maintain contact with identified businesses regularly including identifying communication opportunities throughout the year.
• Demonstrate creativity, persistence, and credibility in reaching out to Owners, Operators and C-Suite leadership across various formats (LinkedIn, cold calls, cold emails, etc.).
• Leveraging digital marketing campaigns to generate leads and prospect engagement (Launch & monitor marketing campaigns for events/webinars/roadshow)
• M&A Activities: Administration and Record Keeping 
• Track activity and maintain clear records in CRM and report regularly on KPIs (in addition to maintaining accurate records of calls, meetings, transaction materials, etc.)
• Performing any other reasonable duties as required.

Research and Analysis

• Perform industry and trend research, market analysis and market sizing to execute our M&A strategy.
• Demonstrate business acumen in the research, analysis, qualification, and assessment acquisition targets. Work with the Corporate Development Executive to identify high probability prospects looking to further explore the M&A process.

Minimum Qualification and Experience Requirements

• Matric/Grade 12 or Equivalent
• Minimum 8 years in long-cycle enterprise / B2B software sales or at a bank OR 5 years’ experience in M&A/VC/PE lead, transaction and deal origination (focusing on the technology sector)

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Responsibilities

• Providing timely technical support to customers via various channels such as phone, email, Freshdesk
• support tickets
• Ability to provide step-by-step technical help, both written and verbal.
• Attend to all logged support incidents and calls.
• Communicate timelines with customers while adhering to our service level agreement for issue
• response/resolution.
• Attend to all logged support incidents and calls.
• Work closely with team lead and management.
• Perform root cause analysis using the RCA template when required.
• Quality monitoring
• Increase customer happiness and retention by meeting and exceeding customer support service levels.
• Maintaining a high level of professionalism and customer service at all times.
• 24x7 standby.
• Manage and perform code deployments.
• Provide technical support & consultation services on the supported systems as required by the
• customer.
• Ensuring all system changes are handed over with the necessary documentation and training.
• Preventative maintenance—When corrective maintenance activities are low, work will be conducted
• to analyse & take steps to prevent problems.
• Assist Developers to troubleshoot issues.
• Compiling monthly reports.
• Attend customer meetings as needed to troubleshoot critical issues.
• Embody our core values and uphold our unique company culture. We value diversity and inclusion.
• Accountability
• Ensure his/her support tickets are completed correctly and timeously.
• Completion of RCA report when required.
• Ensuring all required documentation is completed on time and uploaded to the required directories.
• Ensure that no SLA breaches occur.
• Maintaining and contributing to system standards.
• Ensuring Timesheet are completed via the Freshdesk tool.
• Acceptable Time management and meeting of deadlines
• Acceptable Email etiquette
• Acceptable Communication skills

Minimum requirements

Experience and certification:

• A high degree of interest, experience, and certification in Linux
• 1 - 2 years’ experience in supporting medium to large scale production systems (mission critical)
• 1 – 2 years prior experience providing L1/L2 technical support
• Strong troubleshooting and critical thinking skills
• Excellent communication and client-facing skills
• Ability to learn quickly and work with minimum support.
• Ability to do research and find answers to questions/problems.
• Strong troubleshooting skills
• Ability to work on his/her own and within a team.
• Self-starter
• Shell scripting ability for system administration.
• Novice in Linux command line tools.
• Novice in Groovy
• Linux system administration (RedHat/Centos, Apache/NGINX, MySQL/MariaDB/MongoDB, Bash).
• Knowledge of networking protocols, technologies, and APIs (TCP/IP, HTTP, XML, JSON).
• Experience in reporting and monitoring tools such as Grafana, Prometheus Python etc.

Nice to have Experience:

• A tertiary Engineering or Computer Science degree.
• Telecommunications technologies (SS7, SIGTRAN, MTP, SCCP, TCAP, MAP, CAP, etc.).
• Load Balancers, Routers, Firewalls.
• OpenStack, KVM, Xen, VMware, Docker, Kubernetes, Redis.

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Job description

• Have a good understanding of the legislative compliance requirements for the various ITS Integrator Subsystems for e.g., IFRIS, GAAP, GRAP (Finance), IRP5, PAYE compliance (HR/Payroll), HEMIS and TVETMIS (Student) and other statutory and/or legislative requirements
• Be capable of assisting clients with compliance issues by doing a work analysis and addressing the key risk areas identified during the work analysis
• Perform a thorough assessment of issue raised by external and internal audit and assist in addressing these
• Assisting in evaluating controls and procedures at clients (not only from a system perspective) and making proposals as to improvements
• Assisting in preparing clients for the annual external audits and assisting clients to prepare annual financial statements which are compliant with their IFRS, GAAP or GRAP compliance standards with the aim of reducing external audit findings and the number of material audit adjustments required (Only applicable to Finance Consultants)
• Ability to understand client data structures
• Ability to analyse and interpret data
• Ability to do projections utilising current data
• Have a thorough understanding of all systems and system functions utilised by Adapt IT in performing these client services
• Fully understand the ITS Integrator system integration as well as 3rd party system integration
• Have a good understanding of all other modules and systems within the product set (e.g., Student Administration, Finance, HR etc)
• Be able to train staff and clients on the ITS Integrator systems, as well as provide consulting services in areas of best practice, reconciliation, integration, and process flow
• Be able to analyse client requirements in terms of product development, project, and training requests
• Provide quotations to clients for services required
• Assist with testing of software when required and advise on compliance
• Be able to assist with material development, manuals etc.
• Comply with all administrative, SLA and ISO requirements as published and as revised from time to time
• Assist with marketing of products and services by way of assisting with system demonstrations, advising clients as to products and services available
• Mentoring of juniors and new staff and the associated administrative functions related to this

Minimum requirements

Education & Qualification

• An applicable undergraduate degree or diploma
• Proficient in MS Excel, MS Word and PowerPoint
• Knowledge of Visio and MS Projects will be an advantage
• A minimum of 3 years’ experience on the ITS Integrator system – HR and Payroll Systems
• Knowledge on any other Student, Financial or HR/Payroll system will be advantageous

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Job description

• Coach agents/technical staff when problem areas are identified.
• Ensure effective training for support staff by scheduling ongoing training programs.
• Schedule support staff in a manner to ensure uninterrupted support service to our customers.
• Also paying attention to the age analysis of case, 72 hour no update and change of priorities
• Ensure that problems or complaints are actioned without delay and that effective follow-up
• action takes place to avoid recurrence.
• To take disciplinary action where outstanding service delivery is not present – to hold all
• employees to impeccable standards
• To set, maintain and continuously improve support standards by setting targets and measuring
• actual performance daily, and acting immediately where low performance is present.
• Monthly staff performance stats – report back to Service Delivery Manager on monthly
• performance and low performance so it can be formally addressed
• Quarterly staff KPI discussions
• Weekly; monthly; quarterly and annual team specific reporting and dashboards for management.
• Working together with the Incident Management team to address non-process adherence
• Implement and maintain procedures which contribute to increased efficiency in terms of
• customer support, i.e. functionality, reporting, automated tasks, etc.
• Conducting post analysis to ascertain if the escalation could have been avoided, identify gaps and
• implement corrective measures to ensure that such an incident/escalation does not occur again.
• Monitor calls in the queue and ensure the phone status is set to ready – and the first line team is
• Micros SA achieving an 80% SLA daily, act where this is not happening
• Manage staff time keeping and address accordingly, manage all sick leave where abuse is found.
• Ensuring that the team responds to service requests and incidents within the agreed SLA
• Improve the operational systems, processes and policies in support

MINIMUM QUALIFICATION AND EXPERIENCE REQUIREMENTS

• Grade 12/Matric
• Opera experience essential
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within hotel environment
• Knowledge of Microsoft Products

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PURPOSE OF THE POSITION

• General Supervision of the desk
• Ensure that Agents are logged on to their phones and available to assist clients.
• Monitor and manage the assignment of cases within the team.
• Provide Technical support.
• Ensure at problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
• Manage and coordinate major incidents.
• Real time support and coaching of agents.
• Monitor SLA

Provide coaching to agents where technical and operational gaps are identified.

• Ensure that agents have arrived on time for their shifts.
• Ensure that agents adhere to shift break schedule and that there are no agents going for breaks in groups.
• Ensure that we achieve 60 seconds SLA on daily basis.
• Ensure that you are logged in your phone and available to take client escalations.
• Monitor and manage the assignment of calls within the team and to other teams.
• Ensure that problems or complaints are actioned without delay and that effective follow-up action takes place to avoid recurrence.
• Provide technical support on escalated issues.
• Manage and coordinate major incidents (Priority 1 and 2) for all clients.
• General supervision of the support desk.
• Effectively delegating shift tasks and ensure accomplishment after hours.
• Address all irregularities within the team with management.
• Real time support and coaching of agents in person and across electronic media.
• Identify and advise management of procedures that may require updating or reviewing within the team/business.
• Implement and maintain procedures which contribute to increased efficiency in terms of customer support, i.e. functionality, reporting, automated tasks, etc.
• To employ sound decision making when dealing with customer support issues i.r.o. escalation (Oracle and Third Party); resolve customer issues in the most efficient manner, in the shortest possible time.
• Check that incoming emails are logged within acceptable time frames and responded to the clients with a case number (email must not be a copy & paste from CRM with odd highlighting or fonts)
• Check that cases being logged have the correct priority, logged in the appropriate categories, assigned to the correct person/team/skill set & that grammar is correct.
• Check there are no queues where people have gone off shift.
• Check pending cases daily & frequently check for suspended cases.
• Check the Lorge queue.
• Any other tasks deemed appropriate.
• Identify repeat issues & assign to the appropriate team for long term solution.
• Monitor more than 5 days old cases.
• Ensure the Dashboards & Cisco admin are active.
• Manage your teams QA function.
• Manage teams’ performance based on the support desk plan.
• Provide handover reports daily after every shift.

Minimum Qualification and Experience Requirements

• Matric / Grade 12 / Equivalent
• Micros experience essential.
• IT related knowledge (advantageous)
• Minimum 5 years’ experience within Micros Support
• Minimum 3 years management experience within restaurant industry 
• Good understanding of Microsoft products (Windows, Office)
• Driver’s license
• Own vehicle

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Job description

• Attend to all logged support incidents and calls.
• Provide standby support (after-hours emergency support in alignment with stringent SLAs).
• Linux- System Admin: Install and Configure Linux OS(Centos/Redhat), network and applications (proprietary and third party).
• Quality monitoring & System Security Management
• Manage system capacity and performance, proactively ensuring systems meet the growing load demands, architecturally and infrastructurally.
• Manage and conduct deployment activities (on-site or remotely) as required (including review of MOP/UAT documents, collaboration with Development teams and clients to ensure success of the same).
• Assist with OS and manage application patches, installation, configuration, optimisation, observability, as well as any activities that may relate to ensuring high availability of such applications (proprietary and third party).
• Ability to provide step-by-step technical help, both written and verbal.
• Assist in the creation of long-term and short-term plans adding capabilities and enhancing systems
• Independently and timely support contractual SLAs and meet SLOs without breaches.
• Own and improve engineering support processes and documentation including but not limited to FAQs for technical questions
• Identify trending issues early and proactively escalate internally
• Collaborating with internal teams to resolve complex issues and escalate unresolved issues to appropriate teams
• Research and recommend innovative approaches to improve efficiency.
• Manage issue lifecycles, documentation, administration and resolution via Freshdesk
• Providing technical training to customers on our products and services.
• Working with the Sales and Marketing teams to identify customer needs and opportunities for upselling
• or cross-selling products while keeping customer records up-to-date.
• Analyzing customer data and activity to identify trends and improve our products and services.
• Maintaining a high level of professionalism and customer service at all times.
• Work closely with cross functional teams, including Product, Developers and Customer success to solve complex tixckets and provide technical resolution to our customers
• Perform root cause analysis using the RCA template when required
• Ensuring all system changes are handed over with the necessary documentation and training.
• Preventative maintenance—When corrective maintenance activities are low, work will be conducted to analyse & take steps to prevent problems.
• Assist Developers to troubleshoot issues.
• Compiling monthly reports.
• Attend the weekly Customer support meeting.
• Attend customer meetings as needed to troubleshoot critical issues
• Assist in the escalation process for critical priority tickets
• Embody our core values and uphold our unique company culture. We value diversity and inclusion and encourage everyone to be their authentic selves at work

Minimum requirements

• A high degree of interest, experience and certification in Linux
• A tertiary Engineering or Computer Science degree or diploma
• 2 - 3 years plus experience in supporting medium to large scale production systems (mission critical)
• 2 – 3 years plus experience providing L1/L2 technical support
• Must have DevOps and Support experience
• Ability to learn quickly and work independently.
• Ability to do research and find answers to questions/problems.
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skill
• Ability to provide step-by-step technical help, both written and verbal.
• Ability to work on his/her own.
• Self-starter
• Ability to learn new skills fast.
• Shell scripting ability for system administration.
• Proficiency in Linux command line tools.
• Proficiency in Groovy
• Linux system administration (RedHat/Centos, Apache/NGINX, MySQL/MariaDB/MongoDB, Bash).
• Knowledge of networking protocols, technologies and APIs (TCP/IP, HTTP, XML, JSON).
• Experience in reporting and monitoring tools such as Grafana, Prometheus and Monit etc.
• Interest in working in a fast-growing environment with changing responsibilities

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Job description

Recruitment Support

• Provide support to line managers in developing job profile for new vacant positions.
• Coordinate the placement of an internal and external advertisement in collaboration with the recruitment team.
• Coordinate and conduct interviews with the line manager and / or the interviewing panel of when required.
• Maintain a detailed tracking system for all vacant position.
• Initiate and manage end-to-end business unit specific onboarding process.
• Prepare and extend of an appointment and offer letters upon successful appointment of an incumbent through the centralized recruitment team.
• Prepare all related new joiner documentation and extend to the candidate after the offer letter has been dully signed.
• Ensure that all tools of trade and systems access are in place including working station is finalized before arrival of the new joiner.
• Ensure all new joiner documents are filled, signed, and returned along with supporting documentation for recording keeping purposes.
• Develop and maintain the division organogram structure.

HR Policies Implementation

• Assist with the roll-out implementation of new and updated Human Capital policies.
• Ensure compliance in respect of matters related to Human Capital policies.
•  Provide guidance to line managers and employees on all Human Capital policy matters.
• Assist Human Capital Business Partners with the development /refinement of policies and procedures.

Performance Administration

• Partner with the business to ensure that all performance scorecards is recorded onto the people management system.
• Administer the full performance management review process in line with review dates.
• Assist line managers with regards to individual ratings relative performance indicators
• Co-ordinate biannually timely collection of performance appraisal contracts and provide quality check on the content.  

Training and Development

• Assist business to identify training needs to enhance employee skills and capabilities.
• Assist with the preparation and delivery of training programs on HR related matters.
• Review the content of training to ascertain its relevance to training needs identified, and in line with current best practice and legislation.
• Provide ongoing support and reports for employee developmental plans.
• Prepare and submit Workplace Skills Plans (WSPs) and Annual Training Reports (ATRs) to the Human Capital Business Partner

Employee Relations Support

• Provide adequate Employee Relations support with objective of guaranteeing business continuity and productivity.  
• Provide guidance to managers and employees on employee relations matters relating to misconduct, poor work performance, incapacity, automatic contract transfer, and retrenchment. 
• Ensure compliance in respect of matters related to Industrial Relations and/or labour including the following legislation: LRA, BCEA, EEA, SDA, OHSA, COIDA and the ESA.

EE and SD Compliance

• Promoting equality and diversity as part of the culture of the organisation.
• Drive initiatives as envisioned in the EE Plan, to completion by the planned due date.
• Manage all Employment Equity (EE) data management and annual reporting.
• Act as Human Capital Representative for the EE Forum in the absence of the Human Capital Business Partner
• Work with the Human capital business partner to drive and manage human capital BBBEE pillars.
• Develop the administrative framework and supporting structures to facilitate WSP and ATR.

Human Capital Information System

• Align Human Capital Systems with the Human Capital Processes
• Acting as the champion of the system for queries and ongoing improvements and ensuring all data is maintained accurately.
• Ensure that the HR Management System contains accurate and up-to-date information (employee details and organogram).

Employee Engagement Survey

• Drive and participate in the employee engagement survey projects.
• Assist the departments to develop engagement improvement plans based on the survey results.

Project Management

• Manage HCM projects/interventions independently whilst ensuring quality, timeliness and are met.

Minimum Qualification and Experience Requirements

• Degree/Diploma in Human Resources Management or in another related field
• A minimum of 3 to 5 years’ experience in a Human Capital Consultant
• Knowledge  of human capital related legislation.