Support Engineer L2

Babble Cloud

1d • Remote

About The Position

Join Our Dynamic Team as a 2nd Line Engineer 🌟 Are you passionate about IT? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to 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 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.

Requirements

• Excellent understanding of Microsoft 365 services and administration/troubleshooting.
• Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting.
• Experience with Microsoft Azure
• Antivirus management – Deploy, configure and troubleshoot.
• Experience of working with business networks and troubleshooting them.
• Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware.
• Email Protection
• 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.
• Previous experience on a service desk is necessary.
• Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

Nice To Haves

• Virtualisation Technologies (Hyper-V, VMware)
• Backup & Disaster Recovery
• Scripting/Automation
• Experience in a managed services environment is advantageous.

Responsibilities

• 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 minimise client downtime.
• Complete/Update technical documentation.
• Mentor and train colleagues.

Benefits

• 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.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• 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
• Number of Employees: 101-250 employees