Support Engineer L2 (night shift)

Job Description

Join Our Dynamic Team as a L2 Support Engineer

Are you passionate about telecoms?

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?

1. Provide world class service and support for clients.
2. Troubleshooting and diagnosing IT issues, providing remote support and assisting in the monitoring and maintenance of their computer systems and networks.

Main Accountabilities:

1. Ensure customer calls are promptly attended to, providing efficient and effective support.
2. Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented.
3. Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs.
4. Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime.
5. Complete / Update technical documentation.
6. Mentor and train colleagues.

Person Specification:

1. Ability to organize, prioritize, build good customer relationships, and pay attention to detail.
2. Demonstrates the professionalism and credibility required to interact with customers.
3. Holds required qualifications and has the length of experience.

What else looks good for this role:

1. Friendly and confident.
2. Possess effective communication skills, both verbal and written.
3. Excellent troubleshooting and technical skills.
4. Attention to detail is crucial in accurately documenting and resolving issues.
5. Display proactive, determined, and persistent attitudes towards problem-solving.
6. Capable of working both independently and as part of a team.
7. Exhibit eagerness to learn and willingness to research faults or refer to documentation when necessary.

Qualifications:

1. Previous experience on a service desk is necessary.
2. Experience in a managed services environment is advantageous.
3. Proficient in customer support, including phone and email communication.
4. Experience and proficiency in Microsoft Admin portals.
5. Excellent understanding of Microsoft Desktop OS / Server OS and troubleshooting.
6. Experience of working with business networks and troubleshooting them.
7. Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware.
8. Antivirus management – Deploy, configure and troubleshoot.
9. Experience with backups / disaster recovery – Desirable.
10. Experience in Microsoft Azure – Desirable.
11. Mail filtering – Desirable.
12. Virtualisation (Hyper-V / VMware) – Desirable.
13. Scripting / Automation - Desirable.

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.
• 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 loadshedding 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, 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 Teams and possibly a follow-up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider