Support Engineer L3

Babble Cloud; Cape Town; Remote; ZAR 450,000 - 600,000; Full time

Job summary

A leading cloud solutions provider in the UK is seeking a passionate 3rd Line Engineer who excels in a dynamic environment. This role focuses on providing top-tier technical support, troubleshooting IT issues, and requires expertise in cloud services and networking technologies. Joining Babble Cloud offers competitive benefits including health cover, annual leave, and flexible work arrangements.

Benefits

Life Cover

Critical Illness Cover

Medical Aid Allowance

9-day fortnight

UPS for load shedding

Babble-issued laptop

Annual company celebrations

Qualifications

• Previous experience in a senior role on a service desk.
• Experience in a managed services environment is advantageous.

Responsibilities

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

Skills

Microsoft 365 Services

Microsoft Windows Server

Microsoft Azure

Endpoint Protection

Network Technologies

Virtualization

Backup & Disaster Recovery

Job description

Join Our Dynamic Team as a 3rd 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, and assisting in the monitoring and maintenance of their computer systems and networks.

Accountabilities and Deliverables:

• Work on escalations from other service desk teams that require additional expertise.
• 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:

• Expert knowledge of Microsoft 365 services and administration / troubleshooting.
• Expert knowledge of Microsoft Windows Server and associated roles / services.
• Microsoft Azure or other Cloud Technologies.
• Expert knowledge of endpoint protection platforms and anti-virus management.
• Experience with network technologies and troubleshooting, including routers, switches, firewalls.
• Experience with spam filtering.
• Experience with virtualization, such as Hyper-V or VMware.
• Backup & Disaster Recovery.

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 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 in a senior role on a service desk. Experience in a managed services environment is advantageous.
• Proficient with multiple technologies and handling difficult technical problems.

Additional Information

Why work for Babble?

• Risk cover including Life Cover, Critical Illness Cover, 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.
• Work a 9-day fortnight – 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:

• Home-based location with a stable internet connection.
• Must have a solution to mitigate load shedding to work effectively; working from public spaces is not acceptable.
• Suitable work setup including a desk and chair in a quiet space.

The recruitment journey:

We aim to fill this role quickly but want to find the right person. The process includes a screening call, an interview over Teams, and possibly a follow-up interview and competency testing as required.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider