Systems Administrator – Horizon Support (Hybrid, Cape Town)

About the role

MRI Software is looking for a Systems Administrator to join its EMEA Managed Services team. The role provides first‑ and second‑line support for the Horizon system, serving global clients while working from a hybrid model (three days remote per week) based in Cape Town.

Key responsibilities

• Act as the first point of contact for Horizon‑related incidents and service requests via Teams, email and ticketing tools.
• Log, categorise, prioritise and resolve incidents in line with SLA requirements.
• Provide troubleshooting, diagnosis and resolution of Horizon system issues; escalate complex cases to higher‑level support.
• Support users with Horizon application functionality, access issues and user setup.
• Perform routine system checks, basic configuration tasks and maintain accurate documentation.
• Communicate incident progress to users and manage expectations while adhering to SLAs.
• Identify improvement opportunities, support service reviews, audits and reporting.

Required profile

• Strong verbal and written communication skills with a customer‑focused mindset.
• Ability to work calmly under pressure and manage multiple priorities.
• Attention to detail and commitment to internal processes and security standards.

Required skills

• Experience supporting business‑critical applications such as Horizon or similar.
• Familiarity with ticketing and call‑logging tools (ServiceNow, Jira, Salesforce).
• Basic understanding of Windows environments and user account management.