Systems Administrator

Purpose 

To assist in managing the IT operations in maintaining, optimizing, and securing both business systems and IT infrastructure. This includes oversight of CRM and marketing tools, network management systems, GIS platforms, ticketing platforms, order fulfilment platforms and ERP systems, as well as Microsoft 365 administration, Azure resource management, BitLocker recovery, DNS, printer and hardware/software queries, equipment setup and issuing per SOPs, licensing, distribution groups, shared mailboxes, audit logs, and SharePoint. Ensure all systems and infrastructure meet business objectives, are up-to-date, secure, and uphold data integrity. Implement and manage access control, role management, and conduct regular audits to ensure compliance. Provide robust support to the business by executing routine administrative functions according to departmental SOPs and support processes, including resolving mail errors, spam/phishing blockers, and general M365 queries. Effectively manage vendor relationships across all utilized platforms and IT infrastructure. Report on team performance and conduct continuous performance assessments. Facilitate change requests, handle network queries, and focus on implementing effective change management processes while managing small IT projects to improve operational efficiency and meet business goals.

Duties and Responsibilities

1. Financial 

•    100% of projects completed on time and within budget.
•    Effective resource management

2.    Customer 
Operations Management:
•    Ensure that Internal IT infrastructure and external systems/IT equipment operate at peak efficiency and high-quality products/services are delivered by the IT operations team/s.
•    100% of new systems onboarding requirements met within project timelines.
•    Effective management of business expectations, vendor outcomes, and stakeholder communication regarding delivery timelines.

Internal and external stakeholder management:
•    Ensure that tasks are completed within SLA or designated timeframes.
•    Clear and regular communication of project status to stakeholders.

3.    Business Process Improvements
Operations management:
•    Timely delivery of solutions for performance improvements, ensuring high availability and capacity management.
•    Administrative requests and Systems/IT support fulfilled within SLAs.
Change management:
•    100% adherence to change management processes.
•    Successful implementation of changes with minimal disruption.
•    Manage risk assessment and mitigation strategies for IT changes.
•    Conduct impact analysis for proposed changes.
Project management:
•    Effective management of project risks and issues.
•    Manage small systems projects from initiation to completion.
•    Develop detailed project plans, schedules, and resource allocation.
Systems Security:
•    Immediate action taken on security breaches.
•    Corrective actions completed within SLA based on incident severity.
•    Ensure robust security measures for all systems.
IT Maintenance:
•    IT Infrastructure updates and maintenance, device support.
•    Azure Configuration and Resource setup.
•    M365 Maintenance and Per device Setup.
•    Prompt investigation and correction (blocking) of potential security breaches.
Systems Maintenance:
•    Quarterly audits conducted and actioned within 48 hours.
•    Immediate corrective measures for data integrity issues.
•    Systems maintained 99.9% availability.
•    Prompt communication of potential system failures.

Documentations and reporting:
•    Documentation is regularly updated with version control.
•    Ensure 100% availability of documentation to relevant parties.
•    Ensure that reports are accurate and timely.
•    Provide regular and ad-hoc reports on team and system performance.
•    Thorough documentation and communication of changes to all stakeholders.

Qualifications

• National Senior Certificate is essential


• Bachelor's degree in IT and systems-related field is essential


• ITIL certificate is essential
  

Knowledge and experience 

• 3-4 years IT and systems administration experience is essential 


• 3-4 years telecommunications industry experience is advantageous 

• Microsoft Azure & 365 Administration


• Database technologies, telephone management systems, CRM systems and other operational and business support systems


• Service desk experience


• IT hardware support

Competencies

• General systems - good understanding of SaaS platforms (CRM, Ticketing etc.)


• Microsoft suite - good understanding and proficiency in Microsoft Suite.


• Data management - ability to extract, understand and manipulate data sets to achieve effective business insights.


• Planning and organising - effective planning and actioning of assigned tasks/projects with requisite time management skills.


• Analytical - systematically examines and evaluates data or information by breaking it into its component parts to uncover their interrelationships.

• Communication skills - excellent verbal and written communication abilities to ensure clear and concise communication to internal and external parties.


• Interpersonal skills - has a set of abilities allowing positive interaction and effective working relationships both internally and with third parties. constructively handles disputes and people issues. Has skills in the areas of relationship building effective communication and collaboration.


• Performance driven - puts in considerable effort to meet or exceed business expectations both in terms of delivery and quality. Able to act without being prompted. Demonstrates a sense of urgency and is self-motivated. Has a need for achievement.


• Attentive to detail - gives thorough care and consideration to all parts and aspects of tasks. Considers granular details and associated dependencies.


• Team player - able to work as part of a team to achieve work goals and targets. Behavioural relationships between members of a group who are assigned connected tasks within a company are harmonious and have a positive effect on productivity