Support Engineer L2

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

Job summary

A leading IT service provider is looking for a passionate 2nd Line Engineer to provide exceptional remote support and troubleshoot a variety of IT issues for clients. The ideal candidate will possess strong skills in Microsoft 365 administration and desktop troubleshooting, with experience in service desk roles. This position supports a dynamic team environment, where attention to detail and excellent communication are essential. Employees will enjoy competitive benefits including 22 vacation days, life cover, and a home-working policy to adapt to their needs.

Benefits

Life Cover

Critical Illness Cover

Annual leave adjustments based on service

Company-issued laptop

Annual Company Celebrations

Qualifications

• Previous experience on a service desk is necessary, with managed services experience being advantageous.
• Proficient in dealing with complex technical problems.

Responsibilities

• Provide world-class service and support to clients and colleagues.
• Troubleshoot and diagnose IT issues within SLAs.
• Attend promptly to customer calls, ensuring efficient support.
• Update technical documentation and mentor colleagues.

Skills

Microsoft 365 administration/troubleshooting

Microsoft Desktop OS troubleshooting

Microsoft Azure

Antivirus management

Network troubleshooting

Hardware troubleshooting

Email Protection

Backup & Disaster Recovery

Education

Experience on a service desk

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 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 tobeourcustomer’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?

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.
• Complete/Update technical documentation.
• Mentor and train colleagues.

Core Competencies:

• Excellent understanding ofMicrosoft 365 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
• Backup & Disaster Recovery (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 experienceon 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 stable internet connection.
• It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
• As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.

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 interview over Teamsand possibly a follow up interview and competency testing depending on the role requirements.