End User Computing Engineer

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.

• First-Line Resolution: Provide deskside and remote support, resolving hardware, software, Microsoft 365 and connectivity issues within agreed SLA time frames.
• 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.

• 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 (Sentinel One, Netskope), escalating to the Senior EUC Engineer — who owns the Sec Ops relationship — rather than acting on these owned platforms directly; defined critical alerts follow the documented escalation runbook.

• 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 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.

• 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.

• 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.

• 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, One Drive); 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…