Job Description

Company Description
Why Babble?
Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Contact Centre Technology
• Mobile Solutions
• Communications & Connectivity

With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.
Join us on this exciting journey and let's achieve greatness together!

Join Our Dynamic Team as a Key Accounts - Service Desk 2nd Line Engineer
Are you passionate about technology? Do you thrive in a fast-paced, innovative environment? At Babble, we're on a mission to to be our customer's most trusted advisor for cloud-based technologies. We're looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
What will you be doing?
The Purpose of your role Operating as a predominantly desk-based technician providing world class service and support for clients and colleagues, troubleshooting, and diagnosing IT issues within SLAs, providing remote support to our clients and assisting in the monitoring and maintenance of their computer systems and networks.
Accountabilities and Deliverables:

• The timely and accurate logging of customers issues into the case management system

via both phone and email

• Responsible to ensure the quality of information recorded in the case management

system is relevant and accurate.

• Proactive management of own service desk queue, ensure case response and restore are

within service level agreements and to the highest quality.

• Troubleshoot and diagnose of IT issues, liaise with field team and clients where required

to determine and rectify issues in an efficient way.

• Provide exceptional support - you will conduct yourself in a helpful and proactive manner

ensuring clients concerns are listened to and addressed accordingly.

• If required, provide direct on-site field support for installations and support.
• Mentor, train and support colleagues to improve on

service offerings.

• Technical documentation

Core Competencies:

• Microsoft Exchange, O365, G Suite
• Azure AD/ AD
• Intune/ Autopilot
• Windows Troubleshooting
• Cyber Security - Antivirus
• Server management
• Networking (WAN/LAN), VPN, DNS, Routers/Switches/Firewalls
• Hardware troubleshooting
• Back and Restore, Disaster Recovery
• SAN/NAS experience (desirable)
• PowerShell (desirable)

What else looks good for this role:

• Confident telephone manner.
• An excellent communicator, with an ability to build rapport with customers.
• Good written and verbal communication skills.
• Being comfortable working in a fast-paced environment where the customer always

comes first.

• Be adaptable to change and flexible in your approach.
• Have a positive attitude and willingness to learn.
• Resilience and tenacity.
• Computer literacy - Word, Excel, Outlook and Teams and experience of working in a CRM

system, capable of learning new software if required.
Qualifications

• Minimum of 2 - 3 years previous experience working in a service desk environment or

similar as a Level 2/3 technical support.

• Experience in dealing with customer queries over phone, email and in person
• Excellent understanding and experience of Microsoft products and relating technologies
• Excellent understanding and experience of Microsoft Windows Desktop and Server OS
• Experience of Mac OS/ Linux troubleshooting (desirable)

Additional Information
Why work for Babble?

• Risk cover; covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 22 days holiday Balance PLUS UK Bank Holidays - with increased annual leave based on length of service
• 5% allowance based on basic salary that can be towards Medical Aid.
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop
• Annual Company Celebrations

Home-Working Policy

• Your location will be home based, and you will require stable internet connection.
• It will be your responsibility to have a solution in place to mitigate loadshedding to ensure you are able to work your normal shifts effectively, working from a public space is not deemed a acceptable solution.
• As a home worker we expect you to have a suitable work set up, desk and a chair in a quiet space.

The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements.
Direct Candidates Only

Skills Required