Support Engineer L2

Findojobs South Africa; Wes-Kaap; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading cloud solutions provider is seeking a 2nd Line Engineer to provide top-notch IT support and service to clients. Responsibilities include troubleshooting IT issues, mentoring colleagues, and maintaining technical documentation. Ideal candidates will have strong skills in Microsoft technologies, excellent communication, and a proactive attitude. This role is home-based and offers attractive benefits including a 9-day fortnight schedule, medical aid allowance, and risk cover.

Benefits

22 days holiday plus UK bank holidays

5% allowance towards Medical Aid

Annual company celebrations

Qualifications

• Experience in a managed services environment is advantageous.
• Strong communication skills, both written and verbal.
• Ability to work independently and as part of a team.

Responsibilities

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

Skills

Microsoft 365 services

Microsoft Desktop OS

Microsoft Azure

Antivirus management

Experience with business networks

Troubleshooting hardware

Virtualization technologies

Backup & disaster recovery

Scripting / automation

Education

Previous experience on a service desk

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 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, and assisting in monitoring and maintaining computer systems and networks.

Accountabilities and Deliverables:

• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain high standards 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 minimize 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 – deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting them.
• Experience troubleshooting hardware – laptops, desktops, servers, peripherals, and other IT hardware.
• Email protection.
• Virtualization technologies (Hyper-V, VMware) (desirable).
• Backup & disaster recovery (desirable).
• Scripting / automation (desirable).

Additional qualities 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 in documenting and resolving issues.
• Proactive, determined, and persistent problem-solving attitude.
• Ability to work independently and as part of a team.
• Eagerness to learn and 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 handling difficult and sensitive technical problems.

Additional Information

Why work for Babble?

• Risk cover including life cover, critical illness, funeral benefits, and some disability benefits.
• 22 days holiday plus UK bank holidays, with increased leave based on service length.
• 5% allowance based on basic salary towards Medical Aid.
• 9-day fortnight work schedule – every other Friday off.
• UPS provided to assist with load shedding (2-4 hours power for a laptop).
• Babble-issued laptop.
• Annual company celebrations.

Home-Working Policy

• Your location will be home-based with a stable internet connection.
• You are responsible for having a solution in place to mitigate load shedding to work effectively; working from public spaces is not acceptable.
• Ensure you have a suitable work setup, including a desk and chair in a quiet space.

The recruitment journey

We aim to fill this role quickly with the right candidate. The process includes a screening call, followed by an interview over Teams, and possibly a follow-up interview and competency testing depending on role requirements.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider