System Support Agent – Technical Help Desk

About the role

Lesaka, a leading South African fintech, is seeking a System Support Agent to be the first point of contact for customers needing technical assistance. You will work in a fast‑paced environment, handling inquiries via phone, email and chat while ensuring smooth IT operations.

Key responsibilities

• Provide first‑level technical support to customers across multiple channels.
• Diagnose, log and manage incidents related to hardware, software and network systems.
• Escalate unresolved issues to appropriate technical teams and follow up to ensure timely resolution.
• Maintain accurate incident records and update status within service level agreements.
• Create or improve monitoring tools to aid issue detection and escalation.

Required profile

• High school diploma; associate or bachelor’s degree in a technical field is preferred.
• Proven experience in an IT service desk or help‑desk environment.
• Strong problem‑solving, analytical and communication skills.
• Ability to work independently and collaboratively in a shift‑based, office setting.

Required skills

• Experience with ticketing systems such as Jira, ServiceNow or Remedy.
• Familiarity with monitoring tools, preferably Datadog.
• Knowledge of computer hardware, software and networking fundamentals.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional).

What we offer

• Full‑time, shift‑based role in a collaborative team environment.
• Opportunities for professional development within a growing fintech company.