Support Engineer L2 (night shift)

As a Support Engineer L2 at Babble, your main responsibilities include providing outstanding support for clients by resolving IT issues in a timely manner, maintaining accurate records in case management systems, managing your support queue, and training and mentoring newer team members. You'll use your technical skills to ensure minimal client downtime while helping to improve customer satisfaction.

To become a Support Engineer L2 at Babble, you should have previous experience on a service desk, ideally within a managed services environment. Proficiency in Microsoft 365 Admin portals, a solid understanding of Microsoft Desktop and Server OS, and hands-on experience with hardware troubleshooting are essential. Excellent communication skills and a customer-oriented attitude will further bolster your application.

Success as a Support Engineer L2 at Babble relies on a combination of effective troubleshooting skills, attention to detail, and the ability to build strong relationships with customers. You should be proactive and determined when solving problems, exhibit strong communication abilities, and be comfortable working both independently and collaboratively as part of a team.

Yes, the Support Engineer L2 position at Babble is home-based. However, it’s important to have a reliable internet connection and a suitable workspace to ensure that you can effectively work during your scheduled night shifts without interruption, particularly during load shedding.

As a Support Engineer L2 at Babble, you will enjoy numerous benefits, including a comprehensive insurance package with life and critical illness cover, generous holiday entitlements, and a unique 9-day fortnight allowing for every other Friday off. Babble ensures that you have the resources necessary to perform your job effectively, including a company-issued laptop and support for managing load shedding challenges.

When faced with multiple support tickets, I start by assessing the urgency and impact of each issue. I categorize them based on Service Level Agreements (SLAs) and customer needs, addressing high-impact issues first. This systematic approach helps to ensure that critical problems are resolved promptly, leading to better customer satisfaction at Babble.

In my previous role, I encountered a complex hardware failure that impacted several users. By systematically troubleshooting each component, I managed to identify a faulty network switch. I communicated clearly with affected users throughout the process, ensuring they were informed. Addressing this challenge not only minimized downtime but also strengthened customer trust in our support.

I generally use a variety of tools depending on the issue at hand, including remote desktop applications for hands-on support, network monitoring software to track connectivity issues, and ticketing systems to manage and document support requests. Familiarity with Microsoft 365 Admin portals is also crucial for managing users and services effectively.

Effective communication during a support incident is key. I ensure to keep the client updated with the progress of their issue, setting clear expectations regarding resolutions and timelines. Using a friendly yet professional tone instills confidence and assures clients they are valued. Providing thorough documentation after resolution enhances transparency as well.

If I encounter a technical question that I cannot answer immediately, I prioritize transparency by acknowledging it. then, I would consult available documentation, reach out to colleagues, or research online resources. It’s essential to follow up with the client as soon as possible with the solution, highlighting the importance of continual learning.

Handling difficult customers requires patience and empathy. I always listen to their concerns to understand the root of their frustration, acknowledge their feelings, and assure them that I will do my best to resolve their issue. Keeping my tone calm and professional while actively working towards a solution often helps to diffuse tense situations.

To stay updated with new technologies relevant to my role, I subscribe to industry newsletters, participate in webinars, and engage in online forums. Additionally, I take online courses and certifications that pertain to cloud services and security, ensuring I have the latest knowledge to apply at Babble.

After resolving an issue, I follow a detailed process for documentation. I ensure that all pertinent information, including the problem’s root cause, steps taken to resolve it, and final outcome, are meticulously recorded in the ticketing system. This not only helps in maintaining transparency for future reference but also benefits my colleagues.

I am passionate about IT support because it allows me to solve problems and help people. Working specifically at Babble excites me because of its commitment to innovative cloud solutions and customer support, as well as its company culture that values diversity and continuous learning among its employees.

In a remote work environment, I approach teamwork by actively communicating and collaborating with my colleagues through tools like video conferencing, chat apps, and shared documentation. I make it a point to regularly check in with my teammates, share insights, and work collaboratively to solve challenges, ensuring we meet our goals effectively.