Support Engineer L3

Babble Cloud

Cape Town, Western Cape
Permanent
Full-time

3 days ago
Apply easily

Company DescriptionWhy 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 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!Job DescriptionJoin Our Dynamic Team as a 3rd Line EngineerAre you passionate about IT? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to 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:

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 minimise client downtime.
Complete/Update technical documentation.
Mentor and train colleagues.

Core Competencies:

Expert knowledge of Microsoft 365 services and administration/troubleshooting.
Expert knowledge of Microsoft Windows Server and associated roles/services.
Microsoft Azure or other Cloud Technologies
Expert knowledge of endpoint protection platforms and anti-virus management
Experienced with network technologies and troubleshooting. Including routers/switches/firewalls.
Experience with spam filtering is a must.
Experience with virtualisation is a must. Hyper-V or VMware.
Backup & Disaster Recovery
SAN/Storage experience (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.

Qualifications

Previous experience in a senior role on a service desk is necessary. Experience in a managed services environment is advantageous.
Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

Additional InformationWhy work for Babble?

Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
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 a 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 journeyWe 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.Direct Candidates Only

Babble Cloud