Job title: Systems Administrator - Customer facing
Job type: Permanent
Emp type: Full-time
Industry: IT
Expertise: IT & Telecoms
Salary type: Monthly
Location: Cape Town
Job published: 2020-09-11
Job ID: 32689

Job Description

  1. Client Service and Support Champion/Owner/Lead Functions
    • To oversee and ensure all team members in the Support team as well as operational team are attending to all Client support issues, AND executing correctly and on-time (in SLA) 
    • To ensure the Support and Ops teams adhere to the Client Service & Support policy and procedures and rules as decided and implemented by the company.
    • Primarily responsible for the “TRACK & TRACE” Support actions – Refer to list below.
      • Monitor Status of all issues: progress and performance of issues via Jira Dashboards to ensure issues are fulfilled within the set SLA
      • Report on issues
    • Accountable to ensure the rest of the Support Key actions are executed and delivered on by the team members (assignees)
      • Support – Key actions List
        • CATCH & CLASSIFY:
          • Catch issues
          • Classify issues
          • Reconcile issues
        • ASSIGN & ACTION:
          • Assign issues to relevant team members
        • TRACK & TRACE:
          • Monitor Status: progress and performance of issues via Jira Dashboards to ensure issues are fulfilled within the set SLA
          • Report on issues
        • COMMUNICATE
          • Communicate with clients (Acknowledgement of requests)
          • Check-in with Key clients
          • Pro-active notifications (progress and delivery
        • HAND-OVER
          • Delivery of product to client
          • Instruction to invoice client
          • Recon
    • Communication – Clients and Internal team
      • Assist with SAVi Quotations – in collaboration with Sales Director and Property Valuation Quality controller.
      • Communicate with clients on queries, follow-ups, verifications.
      • Check in, collection and reconciliation of monthly request per client
    • JIRA Administration
      • Take ownership and customise JIRA to be optimised for the company
      • Part of Systems Admin
    • Report to Product and Production & General Management

 

  1. System Administration Functions
    • Setup (internal and client) Servers and Services 
    • Maintenance and updates  on Server and Services  
    • Setup monitoring on GRiP Server and Services (Data products and Applications
    • User Account and Access (Email and Shared Drive) Management
    • Domain and DNS Management
    • Mainly responsible for managing
      • Google Suite
      • Google Cloud Services
      • Microsoft Azure Cloud services
  2. Skills required
    • Assertive leader that can have “difficult” conversations. Call out underperformers and praise the performers.
    • Team player and positive “client first” attitude and willingness to resolve issues.
    • Attention to detail
    • Good communication and proactive problem solving skills
    • Must be able to work well under pressure
    • Tech-savvy and computer literate
    • Find ways to continually optimise and streamline processes and procedures.
    • Read, Write, Speak English
    • System Admin Skills required:
      1. Functional knowledge of 
        1. Ubuntu
        2. Server administration
        3. Server security
        4. Uptime monitoring
      2. Basic understanding of 
        1. Node.js
        2. Web servers (NGINX)
        3. Databases
        4. Bash Scripting
    • Tertiary Qualification & at least 4 - 5 years of experience in above functions/roles.