Full-Time Support Engineer L2 (night shift)
Babble Cloud is hiring a remote Full-Time Support Engineer L2 (night shift). The career level for this job opening is Experienced and is accepting Cape Town, South Africa based applicants remotely. Read complete job description before applying.
Babble Cloud
Job Title
Posted
Career Level
Career Level
Locations Accepted
Share
Job Details
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.
- 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