Location: Midrand, Gauteng
Employment Type: Permanent
Company: Mustek Limited
Division: Service Technical
Minimum Experience: Associate Level
Company Industry: Information Technology and Services
Job Functional Area: Customer Service and Technical Support
About Mustek Limited
As a pioneer and leading force in the South African technology distribution sector, Mustek Limited has been at the forefront of bringing innovative ICT solutions to market for decades. Our commitment extends beyond product supply to encompass comprehensive, reliable after-sales service, forming the bedrock of lasting client partnerships. The Service Technical division is the operational engine of this promise, ensuring that service level commitments are not just met, but exceeded, thereby upholding Mustek’s reputation for excellence and reliability in a dynamic technological landscape.
Role Introduction: Orchestrating Service Excellence
We are seeking a meticulous and proactive SLA Administrator to join our Service Technical team in Midrand. This role is the critical nexus between our clients, internal technicians, and subcontractors, ensuring the seamless execution of onsite service level agreements (SLAs). Far from a purely administrative position, this role demands a blend of analytical rigor, urgent dispatch coordination, and exceptional client communication. The successful candidate will be the guardian of our service promises, directly influencing client satisfaction, operational efficiency, and the strategic management of service resources. You will report into a structure dedicated to technical service excellence, offering a stable career path within a established industry leader.
Detailed Job Purpose and Core Responsibilities
The core purpose of this position is to administratively guarantee the fulfillment of Onsite SLAs, facilitate small project implementations, and maintain stringent control over subcontractor logistics and reporting.
Key Performance Areas and Daily Responsibilities:
SLA Monitoring & Client Communication:
· Execute urgent national dispatch by re-assigning all newly created service tickets to appropriate technicians within a strict 20-minute window.
· Proactively manage the Configuration Management Database (CMBD), ensuring every open ticket is updated at least every second business day to maintain data integrity and traceability.
· Initiate direct telephonic communication with clients to provide updates, manage expectations, and resolve queries efficiently.
· Systematically prepare and distribute comprehensive daily service reports to clients via email.
· Take ownership of the ticket lifecycle, vigilantly monitoring and driving the resolution of all open tickets within their stipulated SLA timeframes.
Reporting & Strategic Client Liaison:
· Compile specialized reports on open and resolved tickets for key accounts, such as Eskom, as per specific requirements.
· Prepare detailed SLA performance data and analytics for presentation at biweekly Eskom SLA review meetings, acting as a key representative of Mustek’s service delivery performance.
· Ensure the rapid turnaround of defective equipment by coordinating its collection from service providers within one business day of a request being logged.
Inventory & Subcontractor Management:
· Exercise diligent financial control by managing subcontractor stock levels, ensuring no contractor stock remains outstanding for more than 30 days as per official account statements, directly impacting company shrinkage metrics.
Compliance & Operational Standards:
· Maintain impeccable personal and workspace organization, adhering to high housekeeping standards.
· Uphold and comply with all company and legislative requirements regarding Occupational Health and Safety (OHS), environmental standards, and ISO quality management protocols.
· Strictly adhere to all quality, information security, and company policy mandates, including the correct use of Personal Protective Equipment (PPE) where required.
Minimum Requirements for Candidacy
Formal Qualification and Education:
· A completed Matric / Grade 12 certificate is mandatory.
· Advantageous Certifications: CompTIA A+ and ITIL Foundation certification will be strong distinguishing assets.
Essential Experience:
· A minimum of 2 years of direct, hands-on experience in an SLA administration, service desk coordination, or technical dispatch role, preferably within an IT services environment.
Non-Negotiable Skills and Knowledge:
· Technical Proficiency: Solid working knowledge of Microsoft Word and Excel for reporting and data management.
· Process Orientation: A good understanding of general administrative and internal workflow processes.
· Customer Service Expertise: Proven customer service knowledge with a client-centric approach.
· Superior Communication: Excellent verbal and written communication skills, coupled with a professional telephone manner and impeccable email etiquette.
· Foundational IT Literacy: Basic computer literacy with confident navigation of Microsoft Office applications and service management software.
Career Opportunity and Environment
This role within Mustek Limited offers a structured career opportunity within a stable and respected JSE-listed company. You will gain invaluable experience in IT service management frameworks, client relationship management at a corporate level, and the operational backbone of a major technology distributor. We provide a professional work environment that values precision, accountability, and teamwork. This position is ideal for an organized individual seeking to build a long-term career in the intersection of IT service operations and client management.
Application Process
Qualified candidates who meet the above criteria are invited to submit a detailed CV via the Mustek career portal. Please ensure your application highlights your specific experience with SLA management and client reporting. The position was posted on 19 January 2026 and will remain open until a suitable candidate is identified.
Note: Mustek Limited is committed to Employment Equity. Appointments will be made in accordance with the company’s Employment Equity plan and strategy. Preference may be given to candidates from designated groups. Only short-listed candidates will be contacted. Should you not receive feedback within 21 days, please consider your application unsuccessful.
Mustek Limited reserves the right not to proceed with an appointment. By applying for this role, you consent to Mustek Limited processing your personal information for recruitment purposes, in accordance with the Protection of Personal Information Act (POPIA). For more information, please refer to the privacy policy on our official website.
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