Desktop Support Engineer L (Remote)

Desktop Support Engineer L | Babble Cloud | Kenya

About Babble

In the last 5 years, we have seen stratospheric growth and were recently named the 2nd fastest-growing technology company in the UK. We primarily grow by acquiring businesses that have worked hard to build their regional leadership, allowing their founders to enjoy the rewards of their efforts. In doing so, we give their customers access to products and expert advice that would never have been possible otherwise. As a result, we have welcomed over 20,000 customers from over 34 successful businesses to the Babble family – and that number grows every month. Babble is committed to encouraging diversity of skills, experience and ability amongst our workforce, and to creating an inclusive environment that is free of discrimination. We encourage applications from all backgrounds and communities and value the positive impact that diversity of thought has on our teams.

The Purpose of your role

Provide world class service and support for clients. Troubleshooting and diagnosing IT issues, providing remote support and assisting in the monitoring and maintenance of their computer systems and networks.

Key Responsibilities

• 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.

What good looks like for this role

• Friendly and confident.
• Possess effective communication skills, both verbal and written.
• 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

Requirements for the role

• Previous experience on a service desk is necessary. Experience in a managed services environment is advantageous.
• Proficient in customer support, including phone and email communication.
• Experience and proficiency in Microsoft 365 Admin portals.
• Excellent understanding of Microsoft Desktop OS/Server OS and troubleshooting.
• Experience of working with business networks and troubleshooting them.
• Experience with troubleshooting hardware – Laptops, Desktops, Servers, Peripherals and other IT hardware.
• Antivirus management – Deploy, configure and troubleshoot.
• Experience with backups/disaster recovery – Desirable.
• Experience in Microsoft Azure – Desirable. Mail filtering – Desirable.
• Virtualisation (Hyper-V / VMware) – Desirable.
• Scripting/Automation -Desirable.

What you also need to know

• 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.

Why would you work at Babble?

• Competitive salary
• Risk cover covering Life Cover, Critical Illness Cover, funeral benefits and some Disability benefits
• 5% allowance based on basic salary that can be towards Medical Aid.
• 22 days annual leave plus UK bank holidays with increased annual leave based on length of service
• We work a 9-day fortnight
• Babble events to celebrate our success
• UPS provided to assist with load shedding (2-4hrs power for a laptop)
• Babble issued laptop

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 with the manager. If you proceed past this then you will do a quick competency and personality test and possibly a second interview with the manager and one other member of the Executive Leadership Team / management team.

Job Types: Full-time, Permanent

Pay: R26 000,00 per month

Experience:

• service desk: 1 year (Required)
• Microsoft 365 Admin portal: 1 year (Required)
• troubleshooting hardware: 1 year (Required)

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home