Support Engineer L2 (Night Shift)

Babble Cloud; Johannesburg; On-site; ZAR 250,000 - 400,000; Full time

Job summary

Join a leading UK Cloud Solutions Provider as an L2 Support Engineer, where you'll provide exceptional customer support and troubleshoot IT issues in a dynamic environment. You'll work from home while maintaining high service standards and have opportunities for career development with benefits including comprehensive risk cover and a flexible work schedule.

Benefits

Comprehensive risk cover

22 days holiday plus UK Bank Holidays

5% salary allowance towards Medical Aid

9-day fortnight work schedule

Babble-issued laptop

Annual company celebrations

Qualifications

• Previous experience on a service desk is necessary.
• Experience in a managed services environment is advantageous.
• Strong understanding of Microsoft Desktop and Server OS.

Responsibilities

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

Skills

Customer relationships

Troubleshooting

Technical skills

Communication skills

Attention to detail

Problem-solving

Tools

Microsoft 365 Admin portals

Microsoft Desktop OS

Microsoft Server OS

Antivirus management

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 team. If so, we have the perfect opportunity for you!

What will you be doing?

Providing world-class service and support for clients, troubleshooting and diagnosing IT issues, offering remote support, and assisting in monitoring and maintaining computer systems and networks.

Main Accountabilities:

• 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 minimize client downtime.
• Complete and update technical documentation.
• Mentor and train colleagues.

Person Specification:

Ability to organize, prioritize, build good customer relationships, and pay attention to detail.

Demonstrates professionalism and credibility required to interact with customers.

Holds required qualifications and has relevant experience.

Additional Skills and Qualities:

• Friendly and confident demeanor.
• Effective verbal and written communication skills.
• 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.
• Proficiency in customer support via phone and email.
• Experience with Microsoft 365 Admin portals.
• Strong understanding of Microsoft Desktop OS / Server OS and troubleshooting.
• Experience working with business networks and troubleshooting them.
• Experience troubleshooting hardware such as laptops, desktops, servers, peripherals, and other IT hardware.
• Antivirus management experience – deployment, configuration, troubleshooting.
• Experience with backups/disaster recovery and mail filtering is desirable.

Additional Information

Why work for Babble?

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

Home-Working Policy

• Position is home-based; stable internet connection required.
• Responsibility to mitigate load shedding to work effectively; working from public spaces is not acceptable.
• Suitable home setup, including desk, chair, and quiet space, is expected.

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 competency test depending on the role.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider

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Support Engineer • Johannesburg, South Africa