Support Engineer, Level 2

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

📋 Description

• As a primarily desk-based technician, your role will involve delivering exceptional service and support to both clients and colleagues.

• You will troubleshoot and diagnose IT issues within service level agreements (SLAs), providing remote assistance to clients while also helping to monitor and maintain their computer systems and networks.

• It is essential to respond promptly to customer calls, ensuring that support is both efficient and effective.

• Maintain meticulous records in case documentation, ensuring all pertinent information is captured accurately.

• Actively manage your workload and response times to not only meet but exceed customer expectations and SLAs.

• Efficiently troubleshoot and diagnose IT issues, resolving them swiftly to minimize downtime for clients.

• Complete and revise technical documentation as necessary.

• Provide mentorship and training to fellow colleagues.

⛳️ Requirements

• Prior experience in a service desk environment is essential.

• Experience within a managed services setting is a plus.

• Strong proficiency across various technologies, along with the capability to handle challenging and sensitive technical issues.

🏝️ Benefits

• Comprehensive risk cover, which includes Life Cover, Critical Illness Cover, funeral benefits, and certain disability benefits.

• 22 days of annual leave in addition to UK bank holidays, with increased leave entitlement based on tenure.

• A 5% allowance based on your basic salary, available for allocation towards medical aid.

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

• A company-issued laptop from Babble.

• Annual celebrations organized by the company.

• A policy supporting home working arrangements.