Operations Administrator

SUMMARY:
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POSITION INFO:

An Operations Administrator is a key operational enabler who ensures seamless, efficient, and high-quality delivery of technical services and projects. This is achieved by providing critical administrative, coordination, and direct support to the Technical Manager and Technical Director managing schedules, documentation, resources, and client/vendor interactions to drive project success, minimize downtime, maintain compliance, optimize resource utilization, and support revenue-generating activities through reliable back-office execution in a fast-paced, technical service environment.

Key Responsibilities

Strategy & Operational Leadership

• Develop and maintain standardized operational processes, workflows, and templates for service delivery, project coordination, inventory management, and reporting to enhance efficiency and scalability across CCTV installations, PABX deployments, connectivity setups, and IT support services.
• Support the Technical Manager and Technical Director in strategic operational planning by preparing data-driven insights, performance reports, resource forecasts, and recommendations for process improvements or capacity planning.
• Track and monitor key operational KPIs (e.g., job completion rates, first-time fix rates, SLA compliance, response times, technician utilization, inventory turnover), prepare regular dashboards, and flag deviations for corrective action.

Business Operations & Coordination

• Coordinate end-to-end scheduling of installations, site surveys, maintenance visits, fault resolutions, and upgrades for CCTV systems, PABX telephony, connectivity links (fiber/wireless), and IT infrastructure, ensuring optimal allocation of technicians, vehicles, and equipment.
• Manage the full lifecycle of service tickets, work orders, job cards, and project documentation using CRM/ticketing systems, updating statuses in real-time, escalating urgent issues, and ensuring timely closure.
• Handle client communications, follow-ups, quotations processing, invoice tracking, and query resolution to deliver exceptional service and support sales/repeat business.

Support to Technical Manager and Technical Director

• Provide high-level administrative and executive support to the Technical Manager and Technical Director, including calendar management, meeting preparation (agendas, minutes, action tracking), report compilation, and ad-hoc research on technical trends or vendor options.
• Assist in tracking high-priority projects, resource planning for technical teams, certification/compliance monitoring (e.g., installer qualifications for CCTV/PABX), and preparation of technical proposals or executive summaries.
• Act as a central liaison for internal escalations, gathering details from field teams/clients and briefing leadership for swift decision-making.

Market & Technical Administration

• Maintain accurate databases and records for clients, projects, equipment inventory (CCTV cameras, PABX handsets, routers, switches, cabling, tools), warranties, SLAs, contracts, and regulatory compliance (e.g., ICASA-related where applicable).
• Manage stock/inventory processes, including stock counts, reordering, supplier coordination, dispatch logistics, and warranty/returns handling for telecom/IT hardware.
• Stay informed on industry updates (e.g., new CCTV technologies, VoIP/PABX advancements, connectivity regulations, IT security standards) to support informed operational decisions and brief leadership as needed.

Collaboration & Execution

• Foster strong cross-functional alignment with sales, finance, technical/installation teams, procurement, and management to ensure smooth project handover, billing accuracy, and client satisfaction from lead to post-installation support.
• Handle procurement administration (purchase requisitions, supplier quotes, invoice processing) and basic financial tracking related to operations.
• Represent operations in internal meetings, prepare documentation for audits/quality checks, and contribute to continuous improvement initiatives (e.g., reducing administrative bottlenecks in service delivery).

Qualifications

• Matric (essential)
• Diploma or Degree in Business Administration, Operations Management, Information Technology, Telecommunications, Office Management, or a related field – advantage

Experience

• Minimum 3–7+ years of progressive experience in operations administration, project coordination, or support roles within telecommunications, IT services, security systems (CCTV), telephony (PABX), connectivity providers, or similar technical/service industries
• Proven track record in a coordination/administrative role supporting technical/operations leadership in a service-oriented environment

Skills

• Exceptional organizational, multitasking, and time-management abilities in a dynamic, deadline-driven environment.
• Strong understanding of telecom/IT concepts (CCTV surveillance, PABX/VoIP systems, network connectivity, basic IT infrastructure) to communicate effectively with technical teams and clients.
• Outstanding communication, stakeholder management, and customer service skills (verbal/written) for internal teams, clients, and suppliers.
• Proficiency in Microsoft Office Suite (advanced Excel for reporting/tracking, Word, Outlook) and familiarity with CRM/ticketing systems (e.g., similar to Autotask, ConnectWise, or industry tools).
• Analytical mindset with attention to detail for data accuracy, reporting, and problem identification/resolution.
• Proactive, resilient, and adaptable approach to handling operational challenges and supporting senior technical leadership.