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IT Documentation Administrator

15 hours ago

Durban, KwaZulu-Natal, South Africa THUSA | Making IT Work Full time

Purpose of the Role

The System and Documentation Owner plays a key role in maintaining the integrity, accessibility, and efficiency of internal systems and technical documentation. This role ensures that all technical processes, client environments, and internal systems are accurately documented, organized, and continuously improved to support operational excellence and service delivery.

Key Responsibilities

  1. Technical Documentation

  2. Working with technical teams and resources to maintain documents (SOP, Knowledgebase Articles, Guides, etc).

  3. Ensure standards are followed when creating/updating documentation.
  4. Ensure all documentation is current, accurate, and version controlled.
  5. Collaborate with engineers and technicians to capture and record technical insights, fixes, and configurations after projects or escalations.

  6. Support onboarding and training by maintaining up-to-date user guides and process documents.

  7. Systems Administration

  8. Administer and maintain internal IT systems, including monitoring tools, ticketing systems, documentation platforms, and client portals.

  9. Manage user accounts, permissions, and access controls within key systems.
  10. Perform regular audits on system configurations, data integrity, and security compliance.

  11. Assist in deploying and maintaining automation scripts and integrations between systems to improve workflow efficiency.

  12. Process & Quality Management

  13. Drive consistency in documentation and systems management across Thusa.

  14. Identify opportunities to streamline and automate documentation and reporting processes.
  15. Support compliance initiatives by maintaining records for audits, certifications, and client reporting.

  16. Track system usage, data quality, and ensure alignment with ITIL or MSP best practices.

  17. Collaboration & Support

  18. Work closely with service desk, projects, and network teams to ensure seamless communication and documentation handovers.

  19. Support client onboarding and offboarding by ensuring all systems and documentation are updated accordingly.
  20. Provide administrative support for system rollouts, upgrades, and maintenance windows.

Required Skills & Competencies

  • Strong attention to detail and organizational skills.
  • Excellent written communication skills, with the ability to simplify complex technical information.
  • Experience with MSP tools (RMM, ticketing, documentation, etc).
  • Basic understanding of networking, infrastructure, and cloud technologies.
  • Ability to work independently, manage priorities, and meet deadlines in a fast-paced environment.

Qualifications & Experience

  • 2–4 years of experience in an MSP, IT support, or systems administration environment.
  • Prior experience managing documentation systems and IT processes is advantageous.
  • IT certifications such as CompTIA A+ / Network+, Microsoft 365 Administrator, or ITIL Foundation would be advantageous.

Personal Attributes

  • Detail-oriented and process-driven.
  • Strong problem-solving and analytical thinking.
  • Proactive and committed to continuous improvement.
  • Team player with excellent communication and collaboration skills.
  • Customer-focused mindset aligned with MSP service delivery standards.