System Support Agent

Lesaka Technologies Inc.; Cape Town; On-site; ZAR 180 000 - 250 000; Full time

Job summary

A leading South African financial technology company is seeking a skilled System Support Agent. This role involves providing first-level technical support to customers, diagnosing technical issues, and ensuring smooth IT operations. The ideal candidate will possess strong problem-solving skills and a technical background, contributing to a collaborative team environment.

Qualifications

• Experience in IT service desk or help desk environment.
• Strong knowledge of computer systems and networks.

Responsibilities

• Provide first-level technical support via phone, email, and chat.
• Log and manage incidents ensuring accurate updates.
• Monitor and follow up on outstanding incidents.

Skills

Problem Solving

Communication

Analytical Abilities

Customer Focus

Education

High School Diploma

Associate's or Bachelor's Degree

Tools

Jira

ServiceNow

Remedy

Datadog

Job description

Job Title: System Support Agent

Location: Cape Town

Company Overview

Lesaka is a leading South African financial technology company. We deliver financial services to consumers (B2C) and merchants (B2B) in Southern Africa through our proprietary banking and payment technologies. We offer banking, lending and insurance products to consumers and cash management solutions, bill payment technologies, value-added services, business funding and card acquiring solutions to formal and informal retail merchants.

Job Summary

We are looking for a skilled System Support Agent to join our team. The System Support Agent will be the first point of contact for customers seeking technical assistance over the phone, email, or chat. The ideal candidate will have excellent problem-solving skills and a strong technical background to provide effective support and ensure smooth IT operations.

Key Responsibilities

Provide first-level technical support to customers via phone, email, and chat.

Diagnose and escalate technical issues related to hardware, software, and network systems.

Log and manage incidents ensuring accurate and timely updates.

Escalate unresolved incidents to the appropriate technical teams and management.

Monitor and follow up on outstanding incidents to ensure timely resolution.

Maintain documentation of common issues and solutions for future reference.

Create or improve monitoring tools to ensure all issues are diagnosed and escalated.

Support tickets to be attended to and closed within SLA’s.

Required Skills And Qualifications

High school diploma or equivalent; an Associate's or Bachelor's degree in a relevant technical field is preferred.

Proven experience in a similar role, preferably in an IT service desk or help desk environment.

Strong knowledge of computer systems, networks, and common software applications.

Experience with ticketing systems (e.g. Jira, ServiceNow, Remedy).

Excellent communication and interpersonal skills.

Strong problem-solving and analytical abilities.

Ability to work independently and as part of a team.

Customer-focused with a commitment to providing high-quality service.

Experience with monitoring tools such as Datadog

Preferred Qualifications

Certifications such as CompTIA A+, or Microsoft Certified Professional (MCP).

Experience with remote support tools and techniques.

Working Conditions

Full-time position within shift work framework.

Office-based.

Collaborative team environment with opportunities for professional development.