Support Engineer L2

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

Job summary

A leading cloud technology provider seeks a 2nd Line Engineer to provide exceptional IT support for clients, focusing on troubleshooting and diagnosing issues. Your role will involve remote support, maintaining service quality, and mentoring colleagues. Ideal candidates will have experience in managed services and a detailed understanding of various IT technologies. This position supports home working and offers competitive benefits.

Benefits

Risk cover including life and critical illness

22 days holiday plus UK bank holidays

5% allowance for medical aid

9-day fortnight schedule

Company-issued laptop

Annual company celebrations

Qualifications

• Must have a strong background in troubleshooting and diagnosing IT issues.
• Comfortable with various levels of end users, both internal and external.
• Show proactivity, determination, and persistence in problem-solving.

Responsibilities

• Provide world-class service and support for clients and colleagues.
• Troubleshoot and diagnose IT issues efficiently.
• Mentor and train colleagues.

Skills

Microsoft 365 services and administration

Microsoft Desktop OS / Server OS troubleshooting

Microsoft Azure

Antivirus management

Business networks troubleshooting

Hardware troubleshooting

Email protection

Virtualisation technologies

Backup & disaster recovery

Scripting / automation

Education

Previous experience on a service desk

Experience in a managed services environment

Job description

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 is to operate 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 and update technical documentation.
• Mentor and train colleagues.

Core Competencies:

• Excellent understanding of Microsoft 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 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 users, 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 put towards medical aid.
• We work a 9-day fortnight – every other Friday off.
• 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 can 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, including a desk and chair in a quiet space.

The recruitment journey

We want to fill this role quickly, but we want to find the right person. The recruitment process will include a screening call, followed by 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