Support Engineer - Key Accounts Tech

Babble Cloud; Burton upon Trent; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Company Pension

Life Assurance – 4x annual salary

Optional Health Insurance

Health Cash Plan

Bike to Work Scheme

Season Ticket Commuter Loan

Annual Company Celebrations

Job summary

Babble Cloud is seeking a skilled 2nd Line Support Engineer to join its hybrid team in Wakefield.

You will provide remote and desk-based IT support to clients, diagnose and resolve issues within SLAs, and contribute to maintaining robust systems across Microsoft 365, Azure, and on-premises environments.

Qualifications

• 2nd Line Engineer experience is essential.
• Experience in a managed services (MSP) environment is advantageous.
• Proficiency across multiple technologies and ability to manage difficult and sensitive technical issues.

Responsibilities

• Attend customer calls promptly and provide efficient support.
• Document case details accurately and maintain records.
• Proactively manage your queue to meet SLAs and customer expectations.
• Troubleshoot IT issues and resolve them to minimise downtime.
• Maintain and update technical documentation.
• Mentor and train colleagues to share knowledge.

Skills

Microsoft 365 admin

Azure

Desktop & server OS

IT support

Troubleshooting

SLA adherence

Communication

Job description

• Contracted Office: Wakefield Office - WF2 7AR

Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Mobile Solutions
• Communications & Connectivity

With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

Join Our Dynamic Team as aSupport Engineer - Key Accounts Tech

Are you passionate about IT? Do you thrive in a fast‑paced, innovative environment? At Babble, we’re on a mission to be our customers’ most trusted advisor for cloud‑based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

What will you be doing?
Operating predominantly as a desk‑based technician, you will provide world‑class service and support to clients and colleagues. This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with the monitoring and maintenance of their computer systems and networks.

Accountabilities and Deliverables:

• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all relevant details are accurately documented.
• Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
• Complete and update technical documentation.
• Mentor and train colleagues.

Core Competencies:

• Excellent understanding of Microsoft 365 services, including administration and troubleshooting.
• Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting.
• Experience with Microsoft Azure.
• Antivirus management – deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting issues.
• Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment.
• Backup and Disaster Recovery – desirable.
• Scripting and automation – desirable.

What else looks good for this role:

• Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external.
• Strong written and verbal communication skills.
• Excellent technical and troubleshooting skills.
• High attention to detail when documenting and resolving issues.
• A proactive, determined, and persistent approach to problem‑solving.
• Ability to work both independently and as part of a team.
• Eagerness to learn, including researching faults and referring to documentation when required.

Qualifications

• Previous experience working on a service desk as a 2nd Line Engineer is essential.
• Experience in a managed services (MSP) environment is advantageous.
• Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues.

Additional Information

Why work for Babble?

• Company Pension
• 22 days holiday Balance + UK Bank Holidays - with increased annual leave based on length of service
• Life Assurance – 4x Annual Salary
• Optional Health Insurance – Bupa
• Optional Health Cash Plan – Health Shield
• £1,000 payment after 10 years service
• Bike to Work Scheme
• Season Ticket Commuter Loan
• Charities Trust – Donations to charities pre tax
• Annual Company Celebrations

Hybrid-Working Policy

You will be contracted to work from the office however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office on company anchor days (Monday, Tuesday and Thursday) and will be able to work from home on Wednesday and Friday. Unless your role has different requirements.

The recruitment journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interviewand possibly a follow up interview and competency testing depending on the role requirements.