Support Engineer, L2

• Operate predominantly as a desk-based technician
• Provide world-class service and support to clients and colleagues
• Troubleshoot and diagnose IT issues within SLAs
• Deliver remote support to clients
• Assist with monitoring and maintenance of computer systems and networks
• Attend customer calls promptly and provide efficient, effective support
• Maintain accurate and complete information in support cases
• Proactively manage queue and response levels to meet or exceed customer expectations and SLAs
• Resolve IT issues promptly to minimise client downtime
• Complete and update technical documentation
• Mentor and train colleagues

• Previous experience working on a service desk as a 2nd Line Engineer is essential
• Experience in a managed services (MSP) environment is advantageous
• Excellent understanding of Microsoft 365 services, including administration and troubleshooting
• Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting
• Experience with Microsoft Azure
• Antivirus management, including deployment, configuration, and troubleshooting
• Experience working with business networks and troubleshooting issues
• Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment
• Experience with email protection solutions
• Virtualisation technologies (Hyper-V, VMware) are desirable
• Backup and Disaster Recovery are desirable
• Scripting and automation are desirable
• Proficiency across multiple technologies and ability to manage difficult and sensitive technical issues
• Strong written and verbal communication skills
• High attention to detail when documenting and resolving issues
• Ability to work independently and as part of a team
• Stable internet connection and a suitable home-working setup, including a desk and chair in a quiet space
• Solution in place to mitigate load shedding and work normal shifts effectively

• Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits
• 22 days’ annual leave plus UK bank holidays, with increased entitlement based on length of service
• 5% allowance based on basic salary, which can be allocated towards medical aid
• UPS provided to assist with load shedding (2–4 hours of laptop power)
• Babble-issued laptop
• Annual company celebrations
• Home-working policy