About this role
Purpose
To provide first-line and routine systems administration support under the direction of the IT and Systems Operations Manager. The role assists with maintaining, monitoring and securing business systems and IT infrastructure, including CRM and operational platforms, Microsoft 365 administration, basic Azure resource support, endpoint configuration, BitLocker recovery, DNS checks, printers and hardware/software queries, equipment setup and issuing in accordance with SOPs, licensing, distribution groups, shared mailboxes, audit logs and SharePoint. The Junior Systems Administrator performs approved access and role updates, routine health checks, patching and administration, and escalates exceptions, security risks and complex faults. The role resolves common mail, spam/phishing and M365 queries; records work accurately; supports vendors by supplying technical information and following up logged calls; and assists with approved changes and small project tasks. All work is completed within assigned priorities, access permissions, change controls and documented support processes.
Duties and Responsibilities
1.Financial
• Complete assigned project tasks within agreed timeframes and approved budgets.
• Use time, equipment and materials responsibly and report potential cost impacts promptly.
2.Customer
Service and operational support:
• Monitor assigned internal infrastructure, systems and IT equipment and responded to routine alerts or service requests within SLA.
• Complete approved user, device and system setup activities accurately and within agreed timelines.
• Keep users and relevant stakeholders informed of ticket progress, dependencies and expected resolution times.
Internal and external stakeholder support:
• Provide courteous first-line assistance and escalate unresolved, high-risk or out-of-scope matters to the appropriate senior resource.
• Log vendor calls, provide requested technical information and follow up within agreed timeframes.
• Complete assigned tasks within SLA or designated timeframes.
• Record incidents, actions and outcomes accurately in the approved ticketing or documentation system.
• Communicate service status and approved change or project-task progress clearly to relevant stakeholders.
3.Business Process Improvements
Operations support:
• Assist with routine system checks, capacity observations and approved performance-improvement actions.
• Fulfil administrative and systems/IT support requests within agreed SLAs and escalate recurring issues.
Change control support:
• Follow approved change controls and implementation instructions.
• Perform assigned checks, implementation steps and validation under guidance; record exceptions and escalate promptly.
Project support:
• Complete assigned work packages, testing, documentation and status updates.
• Raise project risks, issues and resource constraints to the project owner.
Systems security:
• Apply authorised containment steps for suspected incidents and escalate immediately.
• Complete assigned remediation and apply approved security baselines.
IT maintenance:
• Perform approved infrastructure maintenance and device support.
• Assist with Azure resource setup and routine M365 administration using SOPs.
Systems maintenance:
• Complete scheduled system checks and assigned audit actions within agreed timeframes.
• Investigate data-integrity exceptions, preserve evidence and escalate where corrective access exceeds the role authority.
• Support system availability by monitoring alerts, completing routine recovery steps and escalating potential failures promptly.
Documentation and reporting:
• Update technical records, asset information, knowledge articles and change evidence using version control.
• Ensure assigned support records are complete, accurate and available to authorised parties.
• Provide timely status information and basic system or ticket reports requested by the line manager.
• Document implemented changes, test results, exceptions and escalation details.
Qualifications
• National Senior Certificate is required
• Diploma in IT and systems-related field is essential
• Microsoft Fundamentals (advantageous)
• CompTIA (advantageous)
• ITIL certificate is essential
Knowledge and experience
• 1 – 2 years IT & systems administration experience is essential
• 1 - 2 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