Systems Administrator

**Position Overview** MRI Software is seeking a System Administrator to join our EMEA Managed Services team, which carries out defined, repeatable tasks on behalf of our clients. This position entails direct engagement with our global clients, to manage a specified set of front\-end tasks related to system administration. The Horizon Systems Administrator provides first\- and second\-line support for the Horizon system, ensuring timely resolution of incidents, service requests, and queries. The role focuses on delivering excellent customer service, maintaining system availability, and supporting end users to carry out their duties effectively. ***We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Cape Town office.*** Please note that this position will be supporting the UK region and therefore, working **UK hours: 08:30 \- 17:00 (aligned to UK daylight savings)** **Key Responsibilities** **Service/Help Desk Support** * Act as the first point of contact for Horizon\-related incidents and service requests via Teams, email, and ticketing systems * Log, categorise, prioritise, and manage incidents in line with SLA requirements * Provide timely troubleshooting, diagnosis, and resolution of Horizon system issues * Escalate complex or unresolved incidents to 2nd/3rd line support where appropriate **Application \& System Support** * Support users with Horizon application functionality, access issues, and user setup * Perform routine system checks and basic configuration tasks as required * Identify recurring issues and contribute to root cause analysis and problem management * Maintain accurate documentation, knowledge base articles, and user guides **Customer Service \& Communication** * Deliver a professional, friendly, and customer\-focused service at all times * Communicate clearly with users, keeping them updated on incident progress and resolution * Manage user expectations while maintaining compliance with SLAs **Continuous Improvement \& Compliance** * Adhere to internal processes, policies, and security standards * Identify opportunities to improve service delivery and operational efficiency * Support service reviews, audits, and reporting activities * Participate in training and knowledge\-sharing sessions **Key Skills \& Competencies** **Technical Skills** * Experience supporting business\-critical applications (Horizon or similar systems) * Intermediate understanding of lease terminology such as but not limited to rent steps, indexation, turnover applications. * Familiarity with ticketing systems and call logging tools (ServiceNow/Jira/Salesforce) * Basic understanding of Windows environments and user account management * Previous property exposure is beneficial. **Customer \& Professional Skills** * Strong communication skills, both verbal and written * Excellent...