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 customer service mindset and problem-solving ability Ability to work calmly under pressure and manage multiple priorities Strong attention to detail and organisational skills Position Overview As a Support Analyst with the MRI Software Client Support team, you will have the opportunity to analyze complex software issues, engage with our worldwide client base, and provide an incredible customer experience every day. In this position, you will be the primary point of contact for a broad variety of customers from financial and property management institutions, assisting with a wide range of questions and issues. MRI Software will rely on YOU to use your troubleshooting skills, technical savvy, and creativity to meet their needs and deliver a consistent, professional experience. Please note, this position is required to work in accordance with U.S. hours (EST) as well as U.S. Public Holidays. We understand the need to provide a flexible working environment partnered with team collaboration and socialization. Therefore, we operate a hybrid working model with 2 days in-office and 3 days remotely. This role is based at our Cape Town Office. Responsibilities Responds to inbound requests from all channels (phone, portal, e-case) within prescribed service levels Identifies, assesses and resolves all new and existing concerns Monitors, documents and manages the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction Assist in the creation and maintenance of user and procedural documentation Requirements SQL Knowledge would be beneficial. Salesforce or equivalent CRM experience a bonus. Problem-solving mind-set Ability to manage multiple tasks at the same time (Time management skills) Bachelor’s degree or equivalent work experience Customer focus and a passion for support Creative and curious troubleshooter Aptitude for technology Professional communication skills We’re obsessed with making this the best job you’ve ever had! We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group Have confidence in your health with our offered Medical Aid Scheme. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! Further your professional development with our Tuition Reimbursement Schemes Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI’s high client experience standard and continuing our growth in the PropTech space. Amazing growth takes amazing employees. Are you up to the challenge? As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status. Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself. About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!