IT Service Desk Engineer

Lesaka is looking for an IT Service Desk Engineer to join our Technology team and provide exceptional first-line technical support to our people across the business.

In this role, you’ll be responsible for keeping our end-users productive by diagnosing and resolving hardware, software, application, connectivity and access-related issues. You’ll support users across multiple channels, manage incidents in line with SLAs, and work closely with specialist IT teams to resolve more complex technical problems.

This is a hands-on, service-focused role for someone who enjoys solving problems, working with technology and helping people get the most out of their IT environment.

What You’ll Be Doing

• Provide first-line technical support for hardware, software, applications, operating systems and network-related issues.
• Respond to and resolve incidents and service requests received through telephony, email, Microsoft Teams, Jira Service Management and WhatsApp.
• Diagnose and resolve technical issues across desktops, laptops, tablets, peripherals and business applications.
• Provide both on-site and remote technical support.
• Prioritise, manage and escalate incidents and requests in accordance with applicable SLAs.
• Install, configure, deploy and maintain desktop computers, laptops, tablets, operating systems and peripherals.
• Support Windows and macOS environments and Microsoft 365 applications.
• Troubleshoot hardware, software, operating system and network connectivity issues.
• Assist with user account setup, permissions and access through Active Directory and Microsoft Entra ID/Azure AD.
• Support endpoint security controls, MFA and initial security threat and phishing triage.
• Maintain accurate records of incidents, resolutions, configurations and IT assets.
• Develop and maintain troubleshooting guides, technical documentation and knowledge base articles.
• Help users understand and effectively use technology, applications and self-service resources.
• Use AI-assisted support tools, chatbots, knowledge portals and automation to improve first-contact resolution and the overall user experience.
• Identify recurring issues and contribute to continuous improvement initiatives across the Service Desk.
• Collaborate with infrastructure, network, security, applications and other technical teams to resolve escalated issues.
• Support Technology projects, upgrades and endpoint improvement initiatives.

What You’ll Bring

• A minimum of 2 years’ experience in IT Support, Service Desk Support or a related technical role.
• Strong knowledge of Windows and macOS operating systems.
• Good understanding of desktop hardware, peripherals and common business applications.
• Experience troubleshooting hardware, software, operating system and network connectivity issues.
• Experience working with IT service management or ticketing systems.
• Experience with Microsoft 365 and Microsoft Entra ID/Azure AD or similar cloud platforms.
• Knowledge of Active Directory or similar identity and access management systems.
• Knowledge of endpoint security, MFA and basic security incident triage.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• A customer-focused approach and the ability to communicate technical information clearly to non-technical users.
• A methodical approach to troubleshooting and strong attention to detail.
• The ability to prioritise competing demands and perform effectively in a fast-paced, service-driven environment.

Qualifications

• A relevant qualification in Information Technology, Computer Science or a related field will be advantageous.
• CompTIA A+ certification is mandatory.
• ITIL 4 Foundation certification will be advantageous.

Why Join Lesaka?

At Lesaka, Technology is at the heart of how we connect our people, customers and businesses. You’ll have the opportunity to work in a dynamic environment where your technical expertise directly contributes to keeping our business running effectively.

We’re looking for someone who is curious, solutions-focused and passionate about technology and customer service — someone who wants to solve problems, learn continuously and make a real difference to the end-user experience.

Important to Know

This role requires flexibility to work overtime and/or standby when operationally required, including weekends and public holidays where applicable. The successful candidate will also be expected to maintain punctuality, adhere to assigned shifts and contribute positively to the overall performance of the IT Service Desk.

Ready to make an impact?

If you have the technical expertise, problem-solving ability and customer-first mindset we’re looking for, we’d love to hear from you.