Associate Systems Administrator — Helpdesk & Automation

Mimecast South Africa; Johannesburg; Presencial; ZAR 320 000 - 380 000; Tempo integral

Resumo da oferta

Mimecast South Africa is seeking an Associate Systems Administrator to support the reliability, security, and day-to-day operation of critical enterprise systems. You will administer helpdesk platforms (Zendesk), assist with telephony configurations, and monitor logs while collaborating with a follow-the-sun support team.

You’ll perform first-line troubleshooting, handle requests within scope, and contribute to lab environments and documentation, gradually taking on more complex platform

Qualificações

• 2–3 years hands-on systems administration or IT support in a business or SaaS environment.
• Hands-on experience administering at least one enterprise platform such as a helpdesk or ticketing system (e.g., Zendesk).
• Working knowledge of at least one scripting language (PowerShell, Python, Bash) and basic familiarity with REST APIs.
• Understanding of ITIL concepts, including incident, request, and change management.
• Strong troubleshooting skills and clear written and verbal communication.
• Ability to work independently on defined tasks, ask for help appropriately, and manage priorities in a remote, global team.

Responsabilidades

• Helpdesk administration of the enterprise platform (Zendesk), including user/group management, views, macros, triggers, automations, forms, and fields.
• Support configuration and routine changes for contact center telephony platforms (e.g., Zoom).
• Assist with monitoring AI agents, chatbots, and self-service tools, reviewing performance data.
• Run searches and build basic queries/dashboards in log management or SIEM platforms (e.g., Splunk, Sumo Logic).
• Help build, maintain, and refresh lab environments used by internal teams and customer-facing functions.
• Act as first point of escalation for system issues and user requests, escalating complex items to senior admins.
• Produce recurring reports on ticket resolution times, customer satisfaction, and agent performance; support ad hoc reports.
• Write and maintain simple scripts to automate repetitive tasks; assist with API-driven integrations.
• Follow change management processes, prepare risk assessments and rollback plans; support UAT/QA.
• Create and maintain process documentation and contribute to training materials.

Conhecimentos

Systems Administration

IT support

PowerShell

Python

Bash

REST APIs

ITIL

Troubleshooting

Communication

Ferramentas

Zendesk

Splunk

Sumo Logic

Confluence

Zendesk Explore

Descrição da oferta de emprego

Mimecast South Africa is seeking an Associate Systems Administrator to support the reliability, security, and day-to-day operation of critical enterprise systems. You will administer helpdesk platforms (Zendesk), assist with telephony configurations, and monitor logs while collaborating with a follow-the-sun support team.

You’ll perform first-line troubleshooting, handle requests within scope, and contribute to lab environments and documentation, gradually taking on more complex platform