End User Computing Engineer

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

• First-Line Resolution: Provide deskside and remote support, resolving hardware, software, Microsoft 365 and connectivity issues within agreed SLA timeframes.
• Ticket Discipline: Log, update and close tickets accurately in the ITSM platform, recording clear issue descriptions, resolution steps and time entries.
• 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

• Device Provisioning: Deploy, configure and collect laptops, desktops and peripherals following the standard provisioning checklist, Intune enrolment process and asset-tagging procedure.
• Compliance Adherence: Operate within group endpoint compliance requirements - do not modify device security settings, bypass Intune policies or install unapproved software.
• 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

• 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.
• Asset Records: Ensure all hardware movements are tagged and recorded accurately to support the site asset register.

Onboarding & Projects

• Onboarding Readiness: Prepare and deliver configured devices on or before a new employee's first day, following the standard readiness checklist.
• 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

• 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

• Matric (Grade 12, NQF 4) required; IT Diploma (NQF 5 or above) preferred.
• Learners completing a formal MICT SETA learnership progress into this role on demonstrated competence.
• CompTIA A+ or equivalent hardware/support certification preferred.
• Microsoft 365 Fundamentals (MS-900) advantageous.
• CompTIA N+ and Security+ advantageous, not required.
• ITIL Foundation advantageous, not required.

Technical Experience

• 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.
• Microsoft Proficiency: Practical troubleshooting across Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive); workplace experience required.
• Apple Basics: Awareness of managed macOS; performs first-line triage and escalates Mac issues to the Senior EUC Engineer.
• Endpoint Basics: Basic exposure to any MDM/UEM platform (e.g. Intune) - device enrolment and compliance concepts; platform-specific training is provided on hire.
• Networking Basics: Wi-Fi connectivity, VPN client troubleshooting and printer setup.
• Process Adherence: Ability to follow provisioning checklists and asset-tagging processes accurately; familiarity with ITSM ticketing.

Industry Knowledge

• Regulated Environments: Exposure to financial services, fintech or a regulated environment advantageous.
• Compliance Awareness: Basic awareness of endpoint compliance and data-handling responsibilities (SOX-ITGC, POPIA) as they apply at device level.

Behavioural Competencies

• Customer-First Attitude: Approaches every interaction with patience and a genuine desire to help.
• Reliability: Consistent and punctual - frontline support depends on presence.
• Willingness to Learn: Takes feedback from senior staff constructively and actively develops technical skill.
• Honest Escalation: Honest about the limits of their knowledge; escalates appropriately rather than experimenting on production devices.
• Professional Conduct: Presents professionally and treats employees, peers and site visitors with courtesy and respect at all times.

Key Relationships

Internal

• EUC Team Lead: Direct manager.
• Senior EUC Engineer: Technical guidance, escalation and mentoring.
• Learners & Graduates: Peer relationship; expected to support learners at the site.
• Endpoint Management (within Group EUC): Device compliance queries and asset register updates.
• Site Employees: Primary service recipients.
• HR / People & Culture: New-employee device readiness coordination.

External

• Technology Vendors: Limited - primarily warranty swap-out coordination under EUC Team Lead direction.