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Support Engineer L2

2 weeks ago

Cape Town, Western Cape, South Africa Babble Full time R90 000 - R120 000 per year

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

  • Microsoft Modern Work
  • Cybersecurity
  • Contact Centre Technology
  • Mobile Solutions
  • Communications & Connectivity

With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together

Join Our Dynamic Team as a 2nd Line Support Engineer
 

Are you passionate about technology? 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?

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.

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 Protection
  • Virtualisation 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.
  • Based in Cape Town

Qualifications

  • Previous experience in a managed services environment (MSP). Ideally in the last 3 years.
  • Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

Why work for Babble?

  • Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
  • 22 days during probation and will increase to 25 days upon passing probation (plus standard UK public holidays).
  • 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

  • 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 an 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.