Role Description Join Our Dynamic Team as a 2nd Line Engineer Are you passionate about IT? Do you thrive in a fast‑paced, innovative environment? At Babble, we’re on a mission to be our customers’ 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! Purpose of the role Operating as a predominantly desk‑based technician, you will provide world‑class service and support to clients and colleagues. This includes: - Troubleshooting and diagnosing IT issues within SLAs - Delivering remote support to clients - Assisting with 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 relevant 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 and update technical documentation. - Mentor and train colleagues. Core Competencies: - Excellent understanding of Microsoft 365 services, including administration and troubleshooting. - Excellent understanding of Microsoft desktop and server operating systems, including troubleshooting. - Experience with Microsoft Azure. - Antivirus management – deployment, configuration, and troubleshooting. - Experience working with business networks and troubleshooting issues. - Experience troubleshooting hardware, including laptops, desktops, servers, peripherals, and other IT equipment. - Email protection solutions. - Virtualisation technologies (Hyper‑V, VMware) – desirable. - Backup and Disaster Recovery – desirable. - Scripting and automation – desirable. What else looks good for this role: - Friendly and confident, with the ability to liaise comfortably with end users at all levels, both internal and external. - Strong written and verbal communication skills. - Excellent technical and troubleshooting skills. - High attention to detail when documenting and resolving issues. - A proactive, determined, and persistent approach to problem‑solving. - Ability to work both independently and as part of a team. - Eagerness to learn, including researching faults and referring to documentation when required. Qualifications - Previous experience working on a service desk is essential. - Experience in a managed services environment is advantageous. - Proficiency across multiple technologies and the ability to manage difficult and sensitive technical issues. Benefits - Risk cover, including Life Cover, Critical Illness Cover, funeral benefits, and some disability benefits. - 22 days’ annual leave plus UK bank holidays, with increased entitlement based on length of service. - 5% allowance based on basic salary, which can be allocated towards medical aid. - UPS provided to assist with load shedding (2–4 hours of laptop power). - Babble‑issued laptop. - Annual company celebrations. - Home‑working policy. Company Description 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. - 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. Join us on this exciting journey and let's achieve greatness together!

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services • Conduct technical analysis and review of system performance • Troubleshoot issues with proprietary software, third party insurance and credit card processing, Crystal and RDLC reports, mobile and web applications, Windows O/S, SQL database, and pharmacy operations workflow • Research required information using available resources including internal knowledge base articles, technical procedures, SharePoint, mentors, and previously documented Service Requests • Respond to customer inquiries from a general queue or a subject matter expert specific queue as assigned • Deliver service and support to end-users through automated call distribution phone software and Oracle Service Cloud chat and email support simultaneously • Work a queue of tickets based on priority and impact to the customer • Recommend workflow changes based on pharmacy needs and recommended best practices • Organize ideas, updates, and resolutions in a manner appropriate to the intended audience and situation via oral and written communications with a high level of data quality • Clearly communicate troubleshooting steps, ideas, workflow steps, and processes to end users • Build customer relationships through providing superior customer service • Document all job functions using Siebel with a high level of data quality • Proactively monitor systems for performance and connectivity to minimize or eliminate downtime • Coordinate support for onsite field technicians and shipment of parts to sites

• Serve as the front line for our Partner's customers to deescalate and solve technical issues. • Strong background in using OVRC remote management. • Advanced understanding of installations to walk customers through troubleshooting. • Participate in beta testing of new products and solutions, providing actionable feedback.

• Support and stabilize production card technology services and integrations • Investigate incidents, recurring issues, and defects related to card systems and transaction processing • Perform system analysis of bugs, failures, and operational issues across the card technology landscape • Evaluate and improve incident, problem, change management processes for card-related services • Participate in release and change planning when production fixes or mitigations are required • Provide issue resolution through configuration changes, database updates, endpoint testing/calls, and operational workarounds where appropriate • Analyze payment and card transaction flows end-to-end to identify root causes and failure points • Coordinate with development teams, support teams, infrastructure teams, vendors, processors, and external partners to drive sustainable resolution • Maintain clear issue documentation, RCA materials, runbooks, and operational knowledge base • Assess issue impact, urgency, and business priority for card-related incidents • Monitor service health and identify improvement opportunities in alerting, observability, and support processes • Support production readiness and operational handover for new card-related features and integrations