2nd Line Engineer

Location: Pristina, Pristina, Kosovo
Contract Type: Permanent

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 thousands of 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.

About Us | Leading UK Cloud Solutions Provider | Babble

Job Description

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.

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.

Qualifications

Previous experience on a service desk in managed services is essential.
Proficient with multiple technologies and dealing with difficult and sensitive technical problems.

Additional Information

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: 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