Full-Time Support Engineer L2

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

What will you be doing?

• Provide world class service and support for clients.
• Troubleshooting and diagnosing IT issues, providing remote support and assisting in the monitoring and maintenance of their 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 minimise client downtime.
• Complete/Update technical documentation.
• Mentor and train colleagues

Person Specification:

• Ability to organize / prioritize / build good customer relationships / pay attention to detail.
• Demonstrates the professionalism and credibility required to interact with customers.
• Holds required qualifications.
• Has the length of experience.
• Friendly and confident.
• Possess effective communication skills, both verbal and written.
• 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 on a service desk is necessary.
• Experience in a managed services environment is advantageous.
• Proficient in customer support, including phone and email communication.
• Experience and proficiency in Microsoft 365 Admin portals.
• Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting.
• Experience of working with business networks and troubleshooting them.
• Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware.
• Antivirus management – Deploy, configure and troubleshoot.
• Experience with backups/disaster recovery – Desirable.
• Experience in Microsoft Azure – Desirable.
• Mail filtering – Desirable.
• Virtualisation (Hyper-V / VMware) – Desirable.
• Scripting/Automation -Desirable

Additional Information

• 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 Teams and possibly a follow up interview and competency testing depending on the role requirements.

Direct Candidates Only

What is the last date for applying to the job?

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