Remote Support Engineer L2

Description:

• Join Babble as a 2nd Line Engineer, where you will provide world-class service and support for clients and colleagues.
• Operate predominantly as a desk-based technician, troubleshooting and diagnosing IT issues within SLAs.
• Provide remote support to clients and assist in monitoring and maintaining their computer systems and networks.
• 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 minimize client downtime.
• Complete and update technical documentation.
• Mentor and train colleagues.

Requirements:

• Previous experience on a service desk is necessary; experience in a managed services environment is advantageous.
• Excellent understanding of Microsoft 365 services and administration/troubleshooting.
• Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting.
• Experience with Microsoft Azure is required.
• Proficient in antivirus management, including deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting them is essential.
• Experience with troubleshooting hardware such as laptops, desktops, servers, peripherals, and other IT hardware is required.
• Familiarity with email protection, virtualization technologies (Hyper-V, VMware), backup & disaster recovery, and scripting/automation is desirable.
• Strong communication skills, both written and verbal, are necessary.
• Attention to detail is crucial in accurately documenting and resolving issues.
• Must display proactive, determined, and persistent attitudes towards problem-solving.
• Capable of working both independently and as part of a team, with an eagerness to learn and willingness to research faults or refer to documentation when necessary.

Benefits:

• Risk cover including Life Cover, Critical Illness Cover, funeral benefits, and some Disability benefits.
• 22 days of holiday plus UK Bank Holidays, with increased annual leave based on length of service.
• A 5% allowance based on basic salary that can be used towards Medical Aid.
• A 9-day fortnight work schedule, providing every other Friday off.
• UPS provided to assist with load shedding, offering 2-4 hours of power for a laptop.
• A Babble-issued laptop for work purposes.
• Participation in annual company celebrations.