Support Engineer, L2
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Job Description
Support Engineer L2 delivering desk-based troubleshooting and remote support. Maintaining Microsoft, network, hardware, and cloud systems for Babble’s business customers.
Responsibilities:
- Operate predominantly as a desk-based technician
- Provide world-class service and support to clients and colleagues
- Troubleshoot and diagnose IT issues within SLAs
- Deliver remote support to clients
- Assist with monitoring and maintenance of computer systems and networks
- Attend customer calls promptly and provide efficient, effective support
- Maintain accurate and complete information in support cases
- Proactively manage queue and response levels to meet or exceed customer expectations and SLAs
- Resolve IT issues promptly to minimise client downtime
- Complete and update technical documentation
- Mentor and train colleagues
Requirements:
- Previous experience working on a service desk as a 2nd Line Engineer is essential
- Experience in a managed services (MSP) environment is advantageous
- Excellent understanding of Microsoft 365 services, including administration and troubleshooting
- Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting
- Experience with Microsoft Azure
- Antivirus management, including deployment, configuration, and troubleshooting
- Experience working with business networks and troubleshooting issues
- Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment
- Experience with email protection solutions
- Virtualisation technologies (Hyper-V, VMware) are desirable
- Backup and Disaster Recovery are desirable
- Scripting and automation are desirable
- Proficiency across multiple technologies and ability to manage difficult and sensitive technical issues
- Strong written and verbal communication skills
- High attention to detail when documenting and resolving issues
- Ability to work independently and as part of a team
- Stable internet connection and a suitable home-working setup, including a desk and chair in a quiet space
- Solution in place to mitigate load shedding and work normal shifts effectively
Benefits:
- Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits
- 22 days’ annual leave plus UK bank holidays, with increased entitlement based on length of service
- 5% allowance based on basic salary, which can be allocated towards medical aid
- UPS provided to assist with load shedding (2–4 hours of laptop power)
- Babble-issued laptop
- Annual company celebrations
- Home-working policy
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