Senior System Support Administrator

MANCOSA; KwaZulu-Natal; On-site; ZAR 420,000 - 640,000; Full time

Job summary

MANCOSA is seeking a Senior Systems Support Administrator to join our team. This role focuses on supporting and managing SaaS solutions, ensuring system availability, and providing high-level technical support. You will collaborate with vendors, improve processes, and maintain robust documentation.

Ideal candidates will have a strong SaaS background, ITIL knowledge, and excellent communication skills to support both technical teams and end-users in a dynamic higher education environment.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.

Responsibilities

• Provide high-level technical support for SaaS applications, ensuring system availability.
• Diagnose, troubleshoot, and resolve complex SaaS issues with minimal disruption to users and business operations.
• Escalate and guide users; provide training and resources to maximise system efficiency.
• Collaborate with SaaS vendors on upgrades, service requests, and customisations.
• Ensure data integrity and security by enforcing policies, procedures, and best practices.
• Identify opportunities for process improvement and assist in implementing new features or upgrades to SaaS performance.
• Maintain detailed documentation of system configurations, processes, and support activities.
• Prepare and distribute monthly reports on system usage and performance.

Skills

SaaS support

APIs & scripting

Enterprise SaaS

Vendor liaison

Cloud platforms

Security & compliance

ITIL practices

Troubleshooting

Clear communication

Ticketing systems

Education

Bachelors in IT/CS or related field

Tools

None

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.

SENIOR SYSTEMS SUPPORT ADMINISTRATOR

CORE PURPOSE

MANCOSA is seeking a skilled and proactive Senior Systems Support Administrator to join our team. This role requires an experienced professional with a strong background in supporting and managing Software-as-a-Service (SaaS) solutions. The ideal candidate will demonstrate technical expertise, problem-solving capabilities, and a commitment to delivering excellent system support to meet organisational needs. We invite candidates with a passion for technology and a proven track record in SaaS support to apply and join our dynamic and innovative team.

CORE FUNCTIONS

System Support and Maintenance: Provide high-level technical support for SaaS applications, including monitoring system performance, resolving issues, and ensuring system availability and reliability.

Incident and Problem Management: Diagnose, troubleshoot, and resolve complex system issues while ensuring minimal disruption to users and business operations.

User Support: Serve as an escalation point for advanced user inquiries and provide guidance, training, and resources to end-users to maximize system efficiency.

Vendor Liaison: Collaborate with SaaS vendors to address service requests, system upgrades, and customisations.

Data Integrity and Security: Ensure data accuracy and security by implementing and monitoring compliance with relevant policies, procedures, and best practices.

System Enhancements: Proactively identify opportunities for process improvement and assist in implementing new features or upgrades to optimise SaaS performance.

Documentation: Maintain detailed documentation of system configurations, processes, and support activities.

Reporting: Preparing and distribute, monthly reports on system usage and performance.

SKILLS AND COMPETENCIES

• Certifications in relevant SaaS platforms (e.g., HubSpot, Microsoft 365, ServiceNow).
• Experience with APIs, scripting, or system integrations.
• Background in supporting enterprise-level SaaS implementations.
• Proven experience in a systems support or administrator role, with a focus on SaaS solutions.
• Strong understanding of cloud-based software platforms and integration methodologies.
• Proficiency in troubleshooting technical issues and working with vendors to resolve escalated incidents.
• Knowledge of security and compliance standards related to SaaS applications.
• Familiarity with ITIL practices for incident, problem, and change management.
• Excellent communication skills and the ability to explain technical concepts to non-technical stakeholders.
• Experience with tools such as ticketing systems, monitoring dashboards, and user management platforms.

QUALIFICATION (S)

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.