Career Opportunity: SLA Administrator
Company: Mustek Limited
Location: Midrand, Gauteng, South Africa
Job Type: Permanent, Full-time
Division: Service Technical
About Mustek Limited
As a pioneering force in the South African information and communications technology landscape, Mustek Limited has built a legacy of delivering innovative, accessible, and reliable technology solutions. For decades, we have been at the forefront of bridging the digital divide, supplying a comprehensive range of hardware, software, and integrated services to a diverse client base across the continent. Our commitment extends beyond product distribution to encompass robust after-sales support and technical services, ensuring our clients achieve optimal value and performance from their investments. Operating within a dynamic and fast-evolving sector, we foster a culture of agility, customer-centricity, and continuous improvement, empowering our teams to uphold the high standards of service that define the Mustek brand.
Position Overview
We are recruiting a proactive and detail-oriented SLA Administrator to join our Service Technical division. This role is central to maintaining our service delivery excellence and contractual integrity with key clients. The successful candidate will act as a vital orchestrator between our national service teams, subcontractors, and clients, ensuring all onsite Service Level Agreements are meticulously met. You will be the guardian of our service response times, the analyst preparing critical performance reports, and the coordinator managing subcontractor logistics. This position is ideal for an organized individual who thrives on process, data, and delivering on promises, playing a direct role in sustaining high levels of customer satisfaction and operational efficiency.
Key Duties and Responsibilities
SLA Management & Client Communication:
· Guarantee the rapid national reassignment of all newly created service tickets, achieving a benchmark of within 20 minutes of receipt.
· Diligently monitor and ensure all open tickets are updated in the Configuration Management Database (CMBD) every second business day to maintain accurate real-time tracking.
· Proactively communicate with clients via telephone and email to provide updates, gather information, and manage expectations.
· Execute the daily distribution of service reports to clients, ensuring transparent and consistent communication.
· Vigilantly track all open tickets to ensure resolution within the specific SLA timeframes as dictated by individual client contracts.
· Prepare specialized open and resolved ticket reports for major accounts, such as Eskom, and actively participate in biweekly SLA review meetings to discuss performance and improvements.
Logistics & Asset Control:
· Coordinate the efficient collection of defective equipment from service providers, ensuring retrieval occurs within one business day of the request to minimize downtime and streamline repair cycles.
· Manage and monitor subcontractor stock levels meticulously, reconciling statements to ensure no contractor stock remains outstanding for more than 30 days, thereby controlling shrinkage and asset liability.
Workspace & Compliance Standards:
· Maintain a clean, organized, and safe work area in alignment with professional office standards.
· Ensure full compliance with all environmental, Occupational Health and Safety (OHS), and company-mandated quality standards, including strict adherence to Personal Protective Equipment (PPE) regulations where applicable.
· Uphold all requirements related to information security, legislative mandates, and internal company policies within the scope of the role.
Qualification & Experience Requirements
· A National Senior Certificate (Grade 12 / Matric) is mandatory.
· A CompTIA A+ certification and an ITIL Foundation certification are distinct advantages.
· A minimum of 2 years of direct, hands-on experience in an SLA administration, service desk coordination, or technical dispatch role within the IT services sector.
· Proven, practical proficiency in Microsoft Word and Excel for report generation and data analysis.
Essential Skills and Competencies
· Process Acumen: Good knowledge of general administrative and internal service delivery processes.
· Customer Service Orientation: A solid understanding of customer service principles with a commitment to fulfilling contractual obligations.
· Communication Excellence: Superior verbal and written communication skills, complemented by an excellent telephone manner and professional email etiquette.
· Technical Literacy: Foundational computer literacy with strong capabilities in core Microsoft Office applications.
· Analytical Attention to Detail: Ability to manage large volumes of ticket data, identify trends, and ensure absolute accuracy in reporting.
· Organizational & Time Management: Superior skills in prioritizing tasks, managing deadlines, and coordinating multiple stakeholders effectively.
Our Working Environment
Mustek Limited provides a structured and professional environment where initiative and precision are valued. We support our employees’ development within the vibrant ICT industry. This role is situated at our Midrand operations and integrates closely with national teams, offering exposure to large-scale service delivery management.
How to Apply
If you are a structured administrator with a passion for process excellence and customer satisfaction, and you meet the outlined criteria, we encourage you to apply. This position offers a significant opportunity to contribute to the backbone of our national service delivery framework.
To submit your application for the SLA Administrator role, please use the designated application channel on the Mustek Limited career portal, referencing the posting date of 19 January 2026.
Mustek Limited is an equal opportunity employer. Our hiring decisions are based on merit, qualifications, and business needs. We are dedicated to creating a diverse and inclusive workplace that reflects the communities we serve.
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