Support Engineer L3

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

Job summary

A leading UK Cloud Solutions Provider is seeking a 3rd Line Engineer to join their dynamic team in Johannesburg. The role involves providing remarkable IT support, troubleshooting technical issues, and mentoring fellow team members. Successful candidates should have experience in service desk roles and possess expertise in technologies such as Microsoft 365, Windows Server, and network troubleshooting. This home-based position offers competitive benefits including an allowance for medical aid, annual leave benefits, and a unique 9-day fortnight work schedule.

Benefits

Life Cover and Critical Illness Cover

22 days holiday plus UK Bank Holidays

5% allowance towards Medical Aid

Work a 9-day fortnight

Provided UPS for load shedding

Issued company laptop

Annual Company Celebrations

Qualifications

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

Responsibilities

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

Skills

Microsoft 365 Administration

Microsoft Windows Server

Cloud Technologies (Microsoft Azure)

Network Troubleshooting

Virtualization (Hyper-V/VMware)

Endpoint Protection

Communication Skills

Problem Solving

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 tobeourcustomer’smosttrustedadvisorforcloud-basedtechnologies. 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 Operating 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 :

• 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
• Experienced with network technologies and troubleshooting. Including routers / switches / firewalls.
• Experience with spam filtering is a must.
• Experience with virtualisation is a must. Hyper-V or VMware.
• Backup & Disaster Recovery

What else looks good for this role :

• Friendly and confident. Comfortable liaising with various levels of end user, 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 in a senior role 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 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 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 a 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 Teamsand possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider

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Support Engineer • Johannesburg, South Africa