System Administrator (Zendesk)

NMI is excited to add a System Administrator to our growing team in Cape Town, South Africa. As a System Administrator with a focus on Zendesk Administration, you will be responsible for managing our customer support platform while also taking on additional system administration tasks across our IT infrastructure. You will ensure that our systems run smoothly, enhance user experience, and support our operational goals. This multifaceted role requires a blend of technical expertise, problem-solving abilities, and a customer-centric mindset. Attendance within the Cape Town office for UK working hours is required for this role. Office location: Cape Town V&A.

Key Responsibilities:

Zendesk Administration:

• Configure and manage the Zendesk platform, including ticketing systems, user permissions, and custom reporting.
• Develop and maintain support documentation, FAQs, and knowledge base articles to enhance customer self-service options.
• Monitor and analyze support metrics to identify trends and recommend improvements in workflows and processes.
• Train and support customer service representatives in utilizing Zendesk effectively.

System Administration:

• Manage and maintain a variety of systems and applications, ensuring optimal performance and security.
• Provide technical support for internal users, resolving issues related to hardware, software, and network connectivity.
• Perform regular system updates, backups, and maintenance to ensure data integrity and security compliance.
• Collaborate with IT teams to integrate Zendesk with other internal systems and applications.

User Support and Training:

• Offer ongoing training and support to staff on various applications and systems, fostering a culture of continuous improvement.
• Act as a liaison between technical teams and end-users to facilitate communication and understanding.

Documentation and Compliance:

• Maintain accurate and comprehensive documentation of system configurations, processes, and procedures.
• Ensure compliance with industry standards and best practices in system administration and customer support.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Proven experience as a System Administrator, with a strong focus on Zendesk administration and support.
• Familiarity with system administration tools, databases, and network protocols.
• Strong analytical skills and the ability to troubleshoot technical issues effectively.
• Excellent communication skills, with a customer-focused approach to problem-solving.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Knowledge of IT security best practices and compliance regulations is a plus.

Benefits:

• Annual bonus scheme (dependant on company + individual performance)
• 15 days holiday + 12 public holidays  each year (+ 1 day after each year of service with up to a max. of 20 days)
• 45-hour work week
• Family friendly policies (Enhanced Maternity and Paternity Pay).
• A chance to develop with an allocated company training budget
• A strong commitment to employee wellbeing including mental health first aiders and weekly yoga sessions.
• Employee referral scheme with generous financial reward
• Bonusly colleague reward scheme
• Fun culture events (company volunteering days, seasonal parties)
• Medical Aid and Gap Cover 

What we do!

NMI enables our partners with choice and challenges the one-size-fits-all approach to payments. You've probably used NMI in the last 24 hours without even realizing it. We’re the platform that powers success for innovative tech created by SMBs, entrepreneurs, and fintech startups. We’re creative problem solvers who help visionaries smash through boundaries and think beyond what’s possible so they can think about what’s next. But we’re not just built for the tech-savvy. We democratize the latest payment technology so that everyone can realize the benefits of easy payments across the full spectrum of commerce. We’re all about enabling more payments in more ways and more places.

We believe that having a diverse group of employees strengthens both our work and our workplace. We’re focused on making NMI more diverse and welcoming with initiatives like having a dedicated Diversity, Equity & Inclusion action group, diversity goals for hiring, anonymized resume screening, affinity groups such as our Women's network and LGBTQ+ Network, open forums for discussions on diversity and social justice, and measuring inclusion and belonging as part of our regular employee engagement surveys.

Please be aware that all offers of employment are made subject to receipt of satisfactory background and financial checks.

Attention job applicants: Please note that in compliance with the data protection regulations within your jurisdiction, any personal information submitted with your job application may be collected and used by NMI for the purpose of recruitment and employment-related activities. By submitting your application, you acknowledge and provide explicit consent to the processing of your personal information as described in our privacy policy found on our website. For more information on how we process your information, please read our privacy policy here: https://www.nmi.com/legal/privacy-policy/