Full-Time Support Engineer L2

Join our dynamic team as a 2nd Line Engineer. At Babble, we’re looking for passionate and talented individuals to join our dynamic team.

What will you be doing?

• 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:

• 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.

Core Competencies:

• 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 ProtectionVirtualisation Technologies (Hyper-V, VMware) (desirable)
• Backup & Disaster Recovery (desirable)
• Scripting/Automation (desirable)

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.
• Previous experience 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.

What is the last date for applying to the job?

Which countries are accepted for this remote job?