2nd Line IT Support Engineer

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Functioning primarily as a desk-based technician, you will deliver exceptional service and support to both clients and colleagues.

• This role involves troubleshooting and diagnosing IT problems within service level agreements (SLAs), providing remote assistance to clients, and aiding in the monitoring and upkeep of their computer systems and networks.

• Ensure that customer inquiries are addressed promptly, delivering efficient and effective support.

• Uphold a high standard of information documentation within cases, ensuring that all relevant details are recorded accurately.

• Actively manage your queue and response times to meet and surpass customer expectations and SLAs.

• Efficiently troubleshoot and diagnose IT issues, resolving them promptly to minimize client downtime.

• Complete and maintain technical documentation.

• Provide mentorship and training to colleagues.

⛳️ Requirements

• Prior experience in a service desk role is essential.

• Experience in a managed services setting is a plus.

• Proficiency in various technologies and the capability to handle complex and sensitive technical issues.

🏝️ Benefits

• Risk coverage, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits.

• 22 days of annual leave plus UK bank holidays, with increased entitlement based on length of service.

• A 5% allowance based on basic salary, which can be used towards medical aid.

• UPS provided to support during load shedding (2–4 hours of laptop power).

• Babble-issued laptop.

• Annual company celebrations.

• Home-working policy.