System Support Administrator

MANCOSA; Natal; On-site; BRL 58,000 - 77,000; Full time

Job summary

A distance education provider is seeking an experienced System Support Administrator to provide effective support services to end-users. Responsibilities include responding to inquiries, troubleshooting issues, and ensuring a positive experience. The ideal candidate will possess strong communication and problem-solving skills, as well as a relevant IT qualification. This role requires customer service expertise and may include weekend and after-hours work in Rio Grande do Norte, Brazil.

Qualifications

• Experience in a system support or customer service role.
• Ability to convey technical information in a user-friendly manner.
• Experience in a Higher Education Institution or related field is advantageous.
• Commitment to providing excellent customer service.

Responsibilities

• Respond to user inquiries via email, phone, or ticketing systems.
• Troubleshoot and resolve problems, escalating as necessary.
• Provide end-user support and training to maximize system efficiency.
• Maintain a positive attitude when dealing with users.
• Manage vendor response times and feedback to end-users.
• Collaborate with other departments to resolve recurring issues.
• Deliver excellent customer service with timely and effective communication.
• Maintain a positive and professional attitude when dealing with end users.

Skills

Interpersonal skills

Communication skills

Analytical skills

Problem-solving skills

Customer service

Education

Grade 12

Relevant qualification in Information Technology

HE sector experience

Job description

MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available:System Support Administrator - Durban

CORE PURPOSE

MANCOSA is looking for an experienced Systems Support Administrator who will be responsible for providing efficient and effective support services to end-users. This role involves responding to user enquiries, troubleshooting technical issues, and ensuring a positive user experience whilst striving to meet business requirements.

CORE FUNCTIONS

• Respond to user inquiries via various channels, including email, phone, or ticketing systems.
• Troubleshoot and resolve problems, escalating to higher‑level support when necessary.
• Incident and problem management to ensure minimal disruption to users and business operations.
• End‑user support to provide guidance, training and resources to end users to maximise system efficiency.
• Managing vendor response times and feedback to end‑users.
• Collaborate with other departments to find solutions for recurring issues.
• Deliver excellent customer service by ensuring timely and effective communication.
• Maintain a positive and professional attitude when dealing with end users.

SKILLS AND COMPETENCIES

• Strong interpersonal and communication skills, with the ability to connect with individuals at all levels of the organisation.
• Previous experience in a system support or customer service role.
• Ability to convey technical information in a user‑friendly manner.
• Analytical and problem‑solving skills.
• Commitment to providing excellent customer service and ensuring user satisfaction.

ADDITIONAL REQUIREMENTS

• Be able to work during weekends and after hours if required.
• Will be required to travel.

QUALIFICATION (S)

• Grade 12
• Relevant qualification in Information Technology, Computer Science or related field.
• Experience in a Higher Education Institution or similar/related field will be advantageous.