1st Line Engineer

Babble-Cloud; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Risk cover including Life, CI, funeral

22 days holiday + UK Bank Holidays

5% allowance towards Medical Aid

UPS provided for load shedding

Babble issued laptop

Annual Company Celebrations

Job summary

Babble is seeking a 1st Line Engineer to deliver world-class IT and connectivity support for clients in a fast-paced telecoms environment. You will diagnose issues, provide remote assistance, and maintain client systems while upholding SLAs and documenting details thoroughly.

The role requires strong communication, positivity, and the ability to work both independently and with a team. A proactive attitude and willingness to learn AI tools to improve service delivery are highly valued.

Qualifications

• Proficient in customer support, including phone and email communication.
• Understanding of Microsoft products and technologies.
• Ability to troubleshoot hardware across laptops, desktops, peripherals and other IT equipment, with a strong understanding of Microsoft Windows Desktop OS.
• Willingness to learn new software and systems as required.
• Exceptional organisational and time management skills.
• Familiarity with Microsoft 365, including Teams, Exchange, and Entra.
• Familiarity with basic telephony/voice systems (e.g. call diverts, extensions).
• Willingness to adopt AI tools to improve efficiency, problem-solving, and service delivery.

Responsibilities

• Provide world class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services.
• Troubleshoot and diagnose IT issues, provide remote support, and assist in maintenance of client computer systems.
• Perform basic connectivity checks and use relevant provider portals to diagnose and validate service status.
• Promptly and accurately log and respond to incidents and requests in our case management system via phone and email.
• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all pertinent details are 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 downtime.
• Assist with basic telephony system and connectivity issues and liaise with relevant teams when escalation is required.

Skills

Customer support

Microsoft products

Troubleshooting IT

Windows OS

Communication

Tools

Microsoft 365

Teams

Exchange

Entra

Job description

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 a 1st Line Engineer!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to beourcustomer’smosttrustedadvisorforcloud-basedtechnologies. 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?

Provide world class service and support for clients across IT, basic voice/telephony systems, and ISP/connectivity services. Troubleshoot and diagnose IT issues, provide remote support, andassistinthemaintenance of client computer systems.Perform basic connectivity checks and use relevant provider portals to diagnose andvalidateservice status.

Accountabilities and Deliverables:

Promptly and accuratelylogand respond toincidents and requests into our case management system via phone and email.

Ensure customer calls are promptly attended to, providing efficient and effective support.

Maintain a high standard of information recording within cases, ensuring all pertinent 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 themin a timely mannerto minimise client downtime.

Perform basic voiceand connectivity-related support, including call routing, extensions, diverts, and connectivity checks.

Assistwith basic telephony system and connectivityissues andliaise with relevant teams where escalation isrequired.

What else looks good for this role:

• The successful candidate will be organised, self-motivated, and an effective communicator, with strong attention to detail and a team-oriented mindset.

This is a fast-paced environment requiring tenacity, diligence, and efficiencyalways.

Possess effective communication skills, both verbal and written.

Attention to detail is crucial in accurately documenting and resolving issues.

Display a proactive, determined, and persistent approach to problem-solving.

Capable of working independently and collaboratively within a team.

Show eagerness to learn and willingness to research faults or refer to documentation when necessary.

Comfortable handling both IT and basictelephony and connectivity-related queries.

Qualifications

Proficient in customer support, including phone and email communication.

Understanding of Microsoft products and technologies.

Ability to troubleshoot hardware issues across laptops, desktops, peripherals, and other IT equipment, with a strong understanding of Microsoft Windows Desktop operating systems and related troubleshooting.

Capability of learning new software and systems asrequired.

Exceptional organisational, time management, and multitasking skills.

Familiarity with Microsoft 365, including user management, Teams, Exchange, and Entra.

Familiarity with basic telephony/voice systems (e.g. call diverts, extensions, connectivity checks)

Familiarity with antivirus management – desirable.

Willingness to adopt and effectively use AI tools as part of day-to-day work, whereappropriate, to improve efficiency, problem-solving, and service delivery.

Additional Information

Why work for Babble?

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
• 5% allowance based on basic salary that can be towards Medical Aid.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual Company Celebrations

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.

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