Associate Systems Administrator

Associate Systems Administrator

Role Summary

The Systems Administrator is an early-career individual contributor who supports the reliability, security, and day-to-day operation of the business-critical systems that power Mimecast’s Global Technical Services function. This role will be working closely with the Business Systems Administrator, helping administer and maintain the platforms our follow-the-sun support organization relies on, including ticketing, telephony, knowledge management, log analysis, and lab environments. The role handles routine administration, first-line troubleshooting, reporting, and documentation, while building the skills to take on more complex platform ownership over time. Success is measured by ticket and request turnaround, accuracy and completeness of documentation, adherence to change processes, and growth in autonomous ownership of platform tasks.

Platform Administration & Support

• Helpdesk Administration: Perform day-to-day administration of the enterprise helpdesk platform (e.g., Zendesk), including user and group management, views, macros, triggers, automations, forms, and fields.

• Telephony & Communications: Support configuration and routine changes for contact center and communication platforms (e.g., Zoom Contact Center), such as user provisioning, queues, and basic routing updates, under guidance.

• Conversational Tools: Assist with monitoring and maintaining AI agents, chatbots, and self-service tools, reviewing performance data and flagging tuning opportunities to the Business Systems Administrator.

• Log Management: Run searches and build basic queries and dashboards in log management or SIEM platforms (e.g., Splunk, Sumo Logic) to support troubleshooting and root cause investigation.

• Lab Environments: Help build, maintain, and refresh lab environments used by internal teams and customer-facing functions.

Incident & Request Management

• First-line Escalation: Act as first point of technical escalation for system issues and user requests, resolving what is within scope and escalating complex items (L3/L4) to the Business Systems Administrator with clear context and findings.

• Request Fulfillment: Complete access requests, onboarding and offboarding tasks, and configuration requests within agreed timelines.

• Communication: Keep requesters and stakeholders informed of status, and document resolution steps for recurring issues.

Reporting & Analytics

• Produce recurring reports on ticket resolution times, customer satisfaction ratings, and agent performance, highlighting trends and areas for improvement.

• Build targeted ad hoc reports using tools such as Zendesk Explore, and support process improvements based on findings.

Automation & Scripting

• Write and maintain simple scripts (e.g., PowerShell, Python, Bash) to automate repetitive administration tasks and reduce manual effort and human error.

• Assist with API-driven integrations between platforms, learning from and contributing to existing automation.

Change Management & Quality

• Change Control: Follow the change management process, preparing documented risk assessments and rollback plans for assigned changes and obtaining required approvals.

• Testing: Support User Acceptance Testing (UAT) and QA for new configurations and system implementations, documenting results.

Security & Compliance

• Access Management: Administer user access and permissions in line with least-privilege principles and organizational standards.

• Security Hygiene: Follow security policies, support periodic access reviews, and escalate suspected security issues to the Business Systems Administrator and Security team promptly.

Documentation & Knowledge Management

• Create and maintain process documentation, runbooks, and internal knowledge base articles (e.g., Confluence, Zendesk Guide) so system knowledge is shared across the team.

• Contribute to training materials and participate in cross-functional update meetings and workshops.

Required Qualifications

• 2–3 years of hands-on systems administration or IT support experience in a business or SaaS environment.

• Hands-on experience administering at least one enterprise business platform, such as a helpdesk or ticketing system (e.g., Zendesk), telephony or contact center tool, or knowledge management tool.

• Working knowledge of at least one scripting language (e.g., PowerShell, Python, Bash) and basic familiarity with REST APIs.

• Understanding of ITIL concepts, including incident, request, and change management.

• Strong troubleshooting skills and clear written and verbal communication.

• Ability to work independently on defined tasks, ask for help appropriately, and manage priorities in a remote, global team.

Preferred Qualifications

• Exposure to AI agents, chatbots, or self-service deflection tools in a customer support context.

• Exposure to SIEM/log management (e.g., Splunk, Sumo Logic) or reporting/BI tools (e.g., Zendesk Explore, Snowflake).

• ITIL Foundation or relevant platform certification (e.g., Zendesk Admin).

• Experience in cybersecurity or SaaS environments.

Key Stakeholders

Business Systems Administrator, CxD leadership, regional Technical Services teams, IT Infrastructure, Security, and Engineering.

Success Metrics

• Timely resolution of assigned requests and tickets within agreed SLAs.

• Accuracy and timeliness of recurring reports.

• Change success rate on assigned changes, with complete risk and rollback documentation.

• Number of repeatable tasks automated or documented.

• Stakeholder satisfaction with responsiveness and quality of support.

The base salary range for this position is 320 000,00−380 000,00 ZAR plus benefits. This range represents the minimum and maximum new hire compensation for this role. The position may also be eligible for incentive plans and additional benefits, in accordance with company policy and local regulations. Our salary ranges are determined by role, level, and location with individual compensation also dependent on factors such as qualifications, experience, and skills. Final offers will reflect these considerations and may vary accordingly.

Belonging at Mimecast

Cybersecurity is a community effort. That’s why we’re committed to building an inclusive, diverse community that celebrates and welcomes everyone – unless they’re a cybercriminal, of course.

We’re proud to be an Equal Opportunity and Affirmative Action Employer, and we’d encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race, age, religion, sexual orientation, gender identity, ability, marital status, nationality, or any other protected characteristic won’t affect your application.

Due to certain obligations to our customers, an offer of employment will be subject to your successful completion of applicable background checks, conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.