Support Engineer L2

Babble; Cape Town; On-site; ZAR 250 000 - 375 000; Full time

Job summary

A leading customer experience business is seeking a 2nd Line Support Engineer in Cape Town. This role involves troubleshooting and diagnosing IT issues while providing exceptional support. Candidates should have experience in a managed services environment and be proficient with Microsoft services. The position offers various benefits including risk cover, home-working arrangements, and a competitive leave policy.

Benefits

Risk cover including Life and Critical Illness Cover

22 days leave during probation

5% allowance for Medical Aid

Provided UPS for load shedding

Annual company celebrations

Home-working policy with required setup

Qualifications

• Previous experience in a managed services environment (MSP) ideally within the last three years.
• Proficient with multiple technologies and able to handle difficult technical problems.

Responsibilities

• Provide world-class service and support for clients and colleagues.
• Troubleshoot and diagnose IT issues within SLAs.
• Update technical documentation.

Skills

Microsoft services and administration

Microsoft Desktop OS / Server OS troubleshooting

Microsoft Azure

Antivirus management

Business network troubleshooting

Hardware troubleshooting

Email Protection

Virtualisation Technologies (Hyper-V, VMware)

Backup & Disaster Recovery

Scripting / Automation

Job description

Overview

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, Contact Centre Technology, Mobile Solutions, Communications & Connectivity. With nearly 15 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.

Are you passionate about technology?

Do you thrive in a fast‑paced, innovative environment?

Position

Join Our Dynamic Team as a 2nd Line Support Engineer.

Responsibilities

The Purpose of your role: Operating as a predominantly desk‑based technician providing world‑class service and support for clients and colleagues, troubleshooting, and diagnosing IT issues within SLAs, providing remote support to our clients and assisting in 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 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 them in a timely manner to minimise client downtime.
• Update technical documentation.
• Mentor and train colleagues.

Core Competencies

• Excellent understanding of Microsoft services and administration/troubleshooting.
• Excellent understanding of Microsoft Desktop OS / Server OS and troubleshooting.
• Experience with Microsoft Azure.
• Antivirus management – Deploy, configure and troubleshoot.
• Experience of working with business networks and troubleshooting them.
• Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware.
• Email Protection.
• Virtualisation Technologies (Hyper‑V, VMware) (desirable).
• Backup & Disaster Recovery (desirable).
• Scripting / Automation (desirable).

Desired Qualities

• Friendly and confident.
• Comfortable liaising with various levels of end user, both internal and external.
• Strong communication skills, both written and verbal.
• Excellent troubleshooting and technical skills.
• Attention to detail is crucial in accurately documenting and resolving issues.
• Display proactive, determined, and persistent attitudes towards problem‑solving.
• Capable of working both independently and as part of a team.
• Exhibit eagerness to learn and willingness to research faults or refer to documentation when necessary.

Qualifications

Based in Cape Town. Previous experience in a managed services environment (MSP), ideally in the last three years. Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

Benefits

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits.
• 22 days during probation and will increase to 25 days upon passing probation (plus standard UK public holidays).
• 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.
• Home‑working policy. Your location will be home‑based, and you will require a stable internet connection. It will be your responsibility to have a solution in place to mitigate load shedding to ensure you are able to work your normal shifts effectively; working from a public space is not deemed an acceptable solution. As a home worker we expect you to have a suitable work setup, desk and a chair in a quiet space.

Recruitment Process

The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow‑up interview and competency testing depending on the role requirements.