Support Engineer L2

Company Description

Why Babble?

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 thousands of 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!

About Us | Leading UK Cloud Solutions Provider | Babble  

Job Description

Join Our Dynamic Team as a 2nd Line Engineer 🌟 

Are you passionate about IT? Do you thrive in a fast‑paced, innovative environment? At Babble, we’re on a mission to be our customers’ 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? 

Operating predominantly as a desk‑based technician, you will provide world‑class service and support to clients and colleagues. This includes troubleshooting and diagnosing IT issues within SLAs, delivering remote support to clients, and assisting with 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 relevant 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 and update technical documentation.
• Mentor and train colleagues.

Core Competencies:

• 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 – deployment, configuration, and troubleshooting.
• Experience working with business networks and troubleshooting issues.
• Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment.
• Email protection solutions.
• Virtualisation technologies (Hyper‑V, VMware) – desirable.
• Backup and Disaster Recovery – desirable.
• Scripting and automation – desirable.

What else looks good for this role: 

• Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external.
• Strong written and verbal communication skills.
• Excellent technical and troubleshooting skills.
• High attention to detail when documenting and resolving issues.
• A proactive, determined, and persistent approach to problem‑solving.
• Ability to work both independently and as part of a team.
• Eagerness to learn, including researching faults and referring to documentation when required.

Qualifications

• Previous experience working on a service desk as a 2nd Line Engineer is essential.
• Experience in a managed services (MSP) environment is advantageous.
• Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues.

Additional Information

Why work for Babble?

• 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.

Home-Working Policy

• The role is home‑based, and a stable internet connection is required.
• You are responsible for having a solution in place to mitigate load shedding to ensure you can work your normal shifts effectively. Working from a public space is not considered an acceptable solution.
• As a home worker, you are expected to have a suitable work setup, including a desk and chair, in a quiet space.

The recruitment journey

We want to fill this role quickly, but we also want to find the right person. The recruitment process will consist of an initial screening call. If successful, you will then attend an interview via Microsoft Teams, with a possible follow‑up interview and competency testing depending on role requirements.

Direct Candidates Only

Babble | Leading UK Cloud Solutions Provider

• Contract Type: Permanent
• Contracted Office: Home Based