Field Service Technician - Support & Installation

Lesaka Technologies Inc.; Johannesburg; On-site; ZAR 240,000 - 360,000; Full time

Job summary

Lesaka Technologies Inc. is seeking a Field Service Technician – Support & Installation to install, configure, maintain, and support hardware and software at customer sites and remotely. You will troubleshoot, train customers, perform maintenance, and ensure service levels and satisfaction.

The role covers system installation, deployment, testing, and ongoing support across POS and back-office environments with a focus on uptime and quality service.

Qualifications

• Matric (Grade 12) or equivalent.
• Relevant IT/Technical Support qualification is advantageous.
• Valid driver’s license and willingness to travel.

Responsibilities

• Install, configure, and implement software and hardware solutions at customer sites.
• Perform new store setups, upgrades and system migrations.
• Configure stock, POS and back-office systems to customer requirements.
• Conduct system testing and verification for successful implementation.
• Diagnose and resolve hardware, software, network, and peripheral issues.
• Provide on-site technical support to franchise and independent store customers.
• Troubleshoot and resolve stock, operational and system-related queries.
• Escalate complex issues to relevant teams when required.
• Deliver on-site user training and operational handholding.
• Assist customers with system usage, best practices, and troubleshooting.
• Conduct courtesy visits and follow-ups to ensure customer satisfaction.
• Build and maintain strong customer relationships through professional service.
• Perform preventative maintenance and store audits for compliance and performance.
• Maintain accurate service records, reports, and documentation.
• Provide after-hours and emergency support when required.

Skills

Customer Service Excellence

Technical Troubleshooting

Problem Solving & Analytical Thinking

Communication & Interpersonal Skills

Training & Knowledge Transfer

Time Management & Prioritization

Remote and Onsite Support

Service Delivery Management

Education

Matric (Grade 12)

Relevant IT/Technical Support qualification

Job description

Role Summary

The Field Service Technician – Support & Installation is responsible for installing, configuring, maintaining, and supporting hardware and software solutions at customer sites and remotely. The role provides technical troubleshooting, customer training, system maintenance, and operational support to ensure optimal system performance, high service standards, and customer satisfaction while meeting agreed service levels and company standards.

System Installation & Deployment

• Install, configure, and implement software and hardware solutions at customer sites.
• Perform new store setups, upgrades, and system migrations.
• Configure stock, POS, and back-office systems according to customer requirements.
• Conduct system testing and verification to ensure successful implementation.

Technical Support & Troubleshooting

• Diagnose and resolve hardware, software, network, and peripheral issues.
• Provide on-site technical support to franchise and independent store customers.
• Troubleshoot and resolve stock, operational, and system-related queries.
• Escalate complex issues to relevant support teams when required.

Customer Service & Training

• Deliver on-site user training and operational handholding.
• Assist customers with system usage, best practices, and troubleshooting.
• Conduct courtesy visits and customer follow-ups to ensure customer satisfaction.
• Build and maintain strong customer relationships through professional service.

Maintenance & Compliance

• Perform preventative maintenance on installed systems and equipment.
• Conduct store audits and health checks to ensure system compliance and optimal performance.
• Maintain accurate service records, reports, and documentation.
• Ensure all installations comply with company standards and procedures.

Operational Support

• Provide after-hours and emergency support when required.
• Work closely with customers, support consultants, and technical teams to resolve issues.
• Manage and prioritize service calls to meet agreed service levels.

Customer Support & Issue Resolution

• Provide telephonic, remote, and online support to customers.
• Log, track, and resolve customer incidents, queries, and service requests.
• Investigate, troubleshoot, and resolve software and operational issues.
• Ensure timely resolution of customer problems in accordance with service level agreements.

Client Relationship Management

• Manage customer communications professionally and efficiently.
• Handle customer complaints, escalations, and service-related concerns.
• Conduct courtesy calls and follow-up engagements to ensure customer satisfaction.
• Build positive relationships with franchise and independent store customers.

Technical Assistance

• Assist customers with stock, operational, and system-related queries.
• Provide remote guidance on software functionality and best practices.
• Support technicians and field staff with technical and operational queries.
• Escalate unresolved issues to development, implementation, or specialist teams.

Training & Knowledge Sharing

• Deliver user training and refresher sessions where required.
• Assist with the creation and maintenance of training documentation and user guides.
• Educate customers on new features, processes, and system enhancements.
• Promote customer self-service through knowledge sharing and support resources.

Service Delivery & Administration

• Monitor support queues and prioritize incidents according to severity and impact.
• Maintain accurate records of support activities and resolutions.
• Contribute to process improvements and customer service initiatives.
• Provide after-hours support when required to ensure business continuity.

Qualifications & Experience

• Matric (Grade 12).
• Relevant IT, Technical Support, Networking, Systems Support, or related qualification will be advantageous.
• Valid driver's licence.
• Willingness to travel to customer sites as required.

Experience Required

• Minimum 2-3 years’ experience in a technical support, field service, helpdesk, or customer support environment.
• Experience installing and supporting software and hardware solutions.
• Experience supporting POS, retail, stock management, or business systems will be advantageous.
• Strong troubleshooting and problem-solving abilities.
• Experience providing both onsite and remote customer support.

Key Competencies

• Customer Service Excellence
• Technical Troubleshooting
• Problem Solving & Analytical Thinking
• Communication & Interpersonal Skills
• Training & Knowledge Transfer
• Time Management & Prioritization
• Remote and Onsite Support
• Service Delivery Management

Why Join Us?

This is an exciting opportunity to join a customer-focused technology team where you will play a critical role in delivering technical support, installations, training, and maintenance services. You will have the opportunity to work with innovative technology solutions while contributing to exceptional customer experiences and service excellence.