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.

• Respond promptly to customer calls and provide effective support efficiently.

• Ensure accurate and comprehensive information is maintained in support cases.

• Proactively oversee the support queue and response rates to meet or surpass customer expectations and service level agreements (SLAs).

• Diagnose and troubleshoot IT issues within stipulated SLAs.

• Resolve issues quickly to minimize downtime for clients.

• Provide remote support to clients.

• Assist in monitoring and maintaining clients’ computer systems and networks.

• Complete and refresh technical documentation as needed.

• Mentor and train fellow colleagues.

⛳️ Requirements

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

• Experience in a managed services provider (MSP) setting is a plus.

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

• Strong knowledge of Microsoft 365 services, encompassing administration and troubleshooting.

• Comprehensive understanding of Microsoft desktop and server operating systems, including troubleshooting skills.

• Familiarity with Microsoft Azure.

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

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

• Proven experience in troubleshooting hardware such as laptops, desktops, servers, peripherals, and other IT equipment.

• Experience with email protection solutions.

• A stable internet connection is mandatory for remote work.

• A suitable home-working environment, including a desk and chair in a quiet area.

• A solution to mitigate load shedding to ensure effective work during regular shifts; working from public spaces is not permitted.

• Friendly and confident, capable of communicating with internal and external end users at all levels.

• Strong written and verbal communication abilities.

• Excellent technical and troubleshooting capabilities.

• High attention to detail in documenting and resolving issues.

• Proactive, determined, and persistent in problem-solving.

• Ability to work autonomously as well as collaboratively within a team.

• Willingness to learn, investigate faults, and refer to documentation when necessary.

🏝️ 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 may be allocated towards medical aid.

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

• Laptop issued by Babble.

• Annual company celebrations.

• Home-working policy.