System Support Agent at Lesaka Technologies

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