2nd Line IT Support Engineer

Babble Cloud

1d • Remote

About The Position

Babble is seeking a passionate and talented 2nd Line IT Support Engineer to join their dynamic team. The role is predominantly desk-based, providing world-class service and support to clients and colleagues. This involves troubleshooting and diagnosing IT issues within SLAs, delivering remote support, and assisting with the monitoring and maintenance of client computer systems and networks. The company is a leading UK Cloud Solutions Provider specializing in Microsoft Modern Work, Cybersecurity, Contact Centre Technology, Mobile Solutions, and Communications & Connectivity.

Requirements

• Previous experience working on a service desk is essential.
• Excellent understanding of Microsoft 365 services, including administration and troubleshooting.
• Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting.
• Experience with Microsoft Azure.
• Antivirus management – deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting issues.
• Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment.
• Email protection solutions.
• Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external.
• Strong written and verbal communication skills.
• Excellent technical and troubleshooting skills.
• High attention to detail when documenting and resolving issues.
• A proactive, determined, and persistent approach to problem-solving.
• Ability to work both independently and as part of a team.
• Eagerness to learn, including researching faults and referring to documentation when required.
• A stable internet connection is required.
• You are responsible for having a solution in place to mitigate load shedding to ensure you can work your normal shifts effectively.
• As a home worker, you are expected to have a suitable work setup, including a desk and chair, in a quiet space.

Nice To Haves

• Experience in a managed services environment is advantageous.
• Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues.
• Virtualisation technologies (Hyper‑V, VMware) – desirable.
• Backup and Disaster Recovery – desirable.
• Scripting and automation – desirable.

Responsibilities

• Ensure customer calls are promptly attended to, providing efficient and effective support.
• Maintain a high standard of information recording within cases, ensuring all relevant 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 and update technical documentation.
• Mentor and train colleagues.

Benefits

• Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits.
• 22 days’ annual leave plus UK bank holidays, with increased entitlement based on length of service.
• 5% allowance based on basic salary, which can be allocated towards medical aid.
• UPS provided to assist with load shedding (2–4 hours of laptop power).
• Babble-issued laptop.
• Annual company celebrations.
• Home-working policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed