Systems Administrator
Mri Software
Software Engineering, IT
Cape Town, South Africa
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
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!