Support Engineer, L2

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

📋 Description

• Function primarily as a desk-based technician.

• Deliver exceptional service and support to both clients and colleagues.

• Troubleshoot and diagnose IT-related issues within service level agreements (SLAs).

• Provide remote assistance to clients.

• Aid in the monitoring and upkeep of computer systems and networks.

• Respond promptly to customer inquiries and offer efficient, effective support.

• Keep accurate and comprehensive records in support cases.

• Actively manage the support queue and response times to meet or surpass customer expectations and SLAs.

• Resolve IT issues swiftly to minimize client downtime.

• Complete and refresh technical documentation as needed.

• Guide and train colleagues.

⛳️ Requirements

• Essential prior experience as a 2nd Line Engineer on a service desk.

• Advantageous experience in a managed services provider (MSP) environment.

• Strong understanding of Microsoft 365 services, including both administration and troubleshooting.

• Comprehensive knowledge of Microsoft desktop and server operating systems, with a focus on troubleshooting.

• Familiarity with Microsoft Azure.

• Experience in antivirus management, including deployment, configuration, and troubleshooting.

• Background in working with business networks and resolving related issues.

• Proficiency in troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment.

• Experience with email protection solutions.

• Knowledge of virtualization technologies (Hyper-V, VMware) is desirable.

• Understanding of backup and disaster recovery processes is desirable.

• Skills in scripting and automation are desirable.

• Proficient in managing a variety of technologies and addressing complex and sensitive technical issues.

• Strong written and verbal communication abilities.

• High attention to detail in documentation and issue resolution.

• Capability to work independently as well as collaboratively within a team.

• Reliable internet connection and a suitable home office setup, including a desk and chair in a quiet environment.

• Solutions in place to counter load shedding and maintain normal working hours effectively.

🏝️ Benefits

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

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

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

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

• Company-issued laptop from Babble.

• Annual company celebrations.

• Home-working policy.