Support Engineer, L2

• Operate predominantly as a desk-based technician.
• Provide world-class service and support to clients and colleagues.
• Attend customer calls promptly and provide efficient, effective support.
• Maintain accurate and complete information in support cases.
• Proactively manage the support queue and response levels to meet or exceed customer expectations and SLAs.
• Troubleshoot and diagnose IT issues within SLAs.
• Resolve issues promptly to minimise client downtime.
• Deliver remote support to clients.
• Assist with monitoring and maintenance of clients’ computer systems and networks.
• 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.
• Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues.
• 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.
• Stable internet connection required for home-based work.
• Suitable home-working setup, including a desk and chair in a quiet space.
• Solution to mitigate load shedding and enable effective work during normal shifts; working from a public space is not acceptable.
• Friendly and confident, with ability to liaise with internal and external end users at all levels.
• Strong written and verbal communication skills.
• Excellent technical and troubleshooting skills.
• High attention to detail when documenting and resolving issues.
• Proactive, determined, and persistent approach to problem-solving.
• Ability to work independently and as part of a team.
• Eagerness to learn, research faults, and refer to documentation when required.

• 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.