Support Engineer L2

Babble Cloud; Cape Town; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading cloud solutions provider is looking for a passionate 2nd Line Engineer in Cape Town. The successful candidate will provide world-class support, troubleshoot IT issues remotely, and mentor colleagues. Ideal applicants have experience in service desks and solid technical skills in Microsoft services. This position offers the opportunity to work from home with structured support and resources.

Benefits

Life Cover and Critical Illness Cover

22 days holiday plus UK Bank Holidays

5% allowance towards Medical Aid

Home-working policy with necessary equipment

Annual company celebrations

Qualifications

• Previous experience on a service desk is necessary.
• Strong technical troubleshooting skills required.
• Background in managed services is advantageous.

Responsibilities

• Provide world-class service and support for clients.
• Diagnose IT issues within SLAs and provide remote support.
• Mentor and train colleagues.

Skills

Microsoft services troubleshooting

Microsoft Desktop/Server OS

Microsoft Azure

Antivirus management

Troubleshooting hardware

Communication skills

Attention to detail

Proactive problem-solving

Team collaboration

Education

Experience on a service desk

Experience in managed services

Tools

Virtualisation Technologies (Hyper-V, VMware)

Scripting / Automation

Job description

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, 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. About Us | Leading UK Cloud Solutions Provider | Babble.

Job Description

Join Our Dynamic Team as a 2nd Line Engineer. Are you passionate about IT?

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

At Babble, we're on a mission to be our customer's 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?

The Purpose of your role: Operating as a predominantly desk‑based technician providing world‑class service and support for clients and colleagues, troubleshooting, 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).

What else looks good for this role: 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

• Previous experience on a service desk is necessary.
• Experience in a managed services environment is advantageous.
• Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

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.
• 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 set up: a 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.

Direct candidates only: Babble | Leading UK Cloud Solutions Provider.