Purpose of the Role
The EUC Engineer is the frontline of End User Computing service delivery at their assigned Lesaka Group office, providing hands-on deskside and remote support to employees for hardware, software, Microsoft 365 and connectivity issues. The role resolves the majority of day-to-day incidents and service requests within agreed SLAs, and escalates issues requiring deeper technical resolution to the Senior EUC Engineer.
Inherent Requirement: This role requires the manual handling of IT hardware (laptops, monitors, peripherals) as part of device deployment, office moves and desk-side support. Reasonable accommodation will be considered on request.
Key Responsibility Areas (KRAs)
Service Delivery & SLA
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First-Line Resolution: Provide deskside and remote support, resolving hardware, software, Microsoft 365 and connectivity issues within agreed SLA timeframes.
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Ticket Discipline: Log, update and close tickets accurately in the ITSM platform, recording clear issue descriptions, resolution steps and time entries.
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Escalation: Escalate incidents beyond L1/L2 scope to the Senior EUC Engineer with a clear handover note covering steps already taken and relevant diagnostic detail.
Endpoint Management & Compliance
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Device Provisioning: Deploy, configure and collect laptops, desktops and peripherals following the standard provisioning checklist, Intune enrolment process and asset-tagging procedure.
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Compliance Adherence: Operate within group endpoint compliance requirements — do not modify device security settings, bypass Intune policies or install unapproved software.
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Security Triage: Recognise and report endpoint security tool alerts (SentinelOne, Netskope), escalating to the Senior EUC Engineer — who owns the SecOps relationship — rather than acting on these owned platforms directly; defined critical alerts follow the documented escalation runbook.
Asset & Inventory
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Stock Control: Maintain the physical organisation of the IT store, spare equipment and peripheral inventory at the site, flagging low stock levels to the EUC Team Lead.
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Asset Records: Ensure all hardware movements are tagged and recorded accurately to support the site asset register.
Onboarding & Projects
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Onboarding Readiness: Prepare and deliver configured devices on or before a new employee's first day, following the standard readiness checklist.
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Project Support: Support device-refresh cycles, office moves and bulk onboarding events under the direction of the Senior EUC Engineer and EUC Team Lead.
Continuous Improvement
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Knowledge Contribution: Capture resolution steps in the knowledge base and surface recurring issues to the Senior EUC Engineer for root-cause attention — fixing the pattern, not just the ticket.
Skills, Experience, and Qualifications
Educational & Professional Qualifications
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Matric (Grade 12, NQF 4) required; IT Diploma (NQF 5 or above) preferred.
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Learners completing a formal MICT SETA learnership progress into this role on demonstrated competence.
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CompTIA A+ or equivalent hardware/support certification preferred.
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Microsoft 365 Fundamentals (MS-900) advantageous.
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CompTIA N+ and Security+ advantageous, not required.
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ITIL Foundation advantageous, not required.
Technical Experience
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Support Background: 1–3 years in IT support, helpdesk or deskside support preferred; entry-level candidates with relevant qualifications and demonstrated aptitude will be considered.
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Microsoft Proficiency: Practical troubleshooting across Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive); workplace experience required.
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Apple Basics: Awareness of managed macOS; performs first-line triage and escalates Mac issues to the Senior EUC Engineer.
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Endpoint Basics: Basic exposure to any MDM/UEM platform (e.g. Intune) — device enrolment and compliance concepts; platform-specific training is provided on hire.
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Networking Basics: Wi-Fi connectivity, VPN client troubleshooting and printer setup.
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Process Adherence: Ability to follow provisioning checklists and asset-tagging processes accurately; familiarity with ITSM ticketing.
Industry Knowledge
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Regulated Environments: Exposure to financial services, fintech or a regulated environment advantageous.
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Compliance Awareness: Basic awareness of endpoint compliance and data-handling responsibilities (SOX-ITGC, POPIA) as they apply at device level.
Behavioural Competencies
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Customer-First Attitude: Approaches every interaction with patience and a genuine desire to help.
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Reliability: Consistent and punctual — frontline support depends on presence.
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Willingness to Learn: Takes feedback from senior staff constructively and actively develops technical skill.
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Honest Escalation: Honest about the limits of their knowledge; escalates appropriately rather than experimenting on production devices.
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Professional Conduct: Presents professionally and treats employees, peers and site visitors with courtesy and respect at all times.
Key Relationships
Internal
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EUC Team Lead: Direct manager.
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Senior EUC Engineer: Technical guidance, escalation and mentoring.
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Learners & Graduates: Peer relationship; expected to support learners at the site.
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Endpoint Management (within Group EUC): Device compliance queries and asset register updates.
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Site Employees: Primary service recipients.
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HR / People & Culture: New-employee device readiness coordination.
External
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Technology Vendors: Limited — primarily warranty swap-out coordination under EUC Team Lead direction.
