2nd Line Engineer

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Join Our Dynamic Team as a 2nd Line Engineer! 🌟 Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we're on a mission 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: Ensure customer calls are promptly attended to, providing efficient and effective support. Maintain a high standard of information recording within cases, ensuring all pertinent details are accurately documented. Proactively manage your queue and response levels to meet and exceed customer expectations and SLAs Troubleshoot and diagnose IT issues efficiently, resolving them in a timely manner to minimise client downtime. Complete/Update technical documentation. Mentor and train colleagues. Core Competencies: Excellent understanding of Microsoft 365 services and administration/troubleshooting. Hands-on experience with Intune Endpoint Management. Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting. Experience with Microsoft Azure. Antivirus management - Deploy, configure and troubleshoot. Experience of working with business networks and troubleshooting them. Experience with troubleshooting hardware - Laptops, Desktops, Servers, Peripherals and other IT hardware. Email Protection. Virtualisation Technologies (Hyper-V, VMware) (desirable). Backup & Disaster Recovery (desirable). Scripting/Automation (desirable). What else looks good for this role: Friendly and confident. Comfortable liaising with various levels of end user, both internal and external. Strong communication skills, both written and verbal. Excellent troubleshooting and technical skills. Attention to detail is crucial in accurately documenting and resolving issues. Display proactive, determined, and persistent attitudes towards problem-solving. Capable of working both independently and as part of a team. Exhibit eagerness to learn and willingness to research faults or refer to documentation when necessary. Previous experience on a service desk in managed services is essential. Proficient with multiple technologies and dealing with difficult and sensitive technical problems. Why work for Babble? Annual Leave: 20 days' paid holiday Public Holidays: 12 paid bank holidays Pension: Statutory pension provision Sick Leave: 20 days' statutory sick pay Working Pattern: 10‑day fortnight Work Environment: Full‑time, office‑based role Parental Leave: Statutory maternity and paternity leave 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 Babble | Leading UK Cloud Solutions Provider

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