Remote Support Engineer L3

Description:

• Join Babble as a 3rd Line Engineer and be part of a dynamic team focused on providing 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.
• Work on escalations from other service desk teams that require additional expertise.
• 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 in a senior role on a service desk is necessary, with experience in a managed services environment being advantageous.
• Expert knowledge of Microsoft 365 services and administration/troubleshooting is required.
• Expert knowledge of Microsoft Windows Server and associated roles/services is essential.
• Familiarity with Microsoft Azure or other Cloud Technologies is necessary.
• Expert knowledge of endpoint protection platforms and anti-virus management is required.
• Experience with network technologies and troubleshooting, including routers, switches, and firewalls, is essential.
• Experience with spam filtering and virtualization (Hyper-V or VMware) is a must.
• Knowledge of Backup & Disaster Recovery is required, while SAN/Storage experience and Scripting/Automation are desirable.
• Strong communication skills, both written and verbal, are necessary.
• Excellent troubleshooting and technical skills are required, along with attention to detail in documenting and resolving issues.
• A proactive, determined, and persistent attitude towards problem-solving is essential.
• Capability to work both independently and as part of a team is necessary.
• Eagerness to learn and willingness to research faults or refer to documentation when necessary is important.

Benefits:

• Risk cover including Life Cover, Critical Illness Cover, funeral benefits, and some Disability benefits is provided.
• Enjoy 22 days of holiday plus UK Bank Holidays, with increased annual leave based on length of service.
• A 5% allowance based on basic salary can be allocated towards Medical Aid.
• A UPS is provided to assist with load shedding, offering 2-4 hours of power for a laptop.
• A Babble-issued laptop will be provided for work purposes.
• Participate in annual company celebrations to foster team spirit and camaraderie.