Job 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.

Join us on this exciting journey and let's achieve greatness together!

About Us | Leading UK Cloud Solutions Provider | Babble

Join Our Dynamic Team as an IT Support 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 this role is to provide responsive, high-quality first- and second-line IT support to colleagues, ensuring that end-user devices, collaboration tools and core business applications operate reliably and securely. The IT Support Engineer will provide first-line support and triage for incidents and service requests across data, systems, security and development services, diagnose and resolve issues, maintain accurate records, and contribute to continual service improvement to support modern ways of working.

The IT Support Engineer is accountable for triaging, troubleshooting and resolving user issues across Microsoft 365 (e.g., Outlook/Exchange, Teams, OneDrive/SharePoint), Windows endpoints, identity and access, printers and meeting-room technology. The role supports onboarding/offboarding and device provisioning, escalates appropriately to third line/suppliers, and ensures issues are resolved with clear communication, root-cause thinking and consistent documentation.

Accountabilities and Deliverables:

The role holder will be directly accountable for delivering the following operational and improvement objectives, with measurable outcomes aligned to agreed service standards, security requirements, and operational performance measures, maintaining a hands-on approach when required:

Service Desk, Incidents & Requests

• Provide first-line support by logging, categorising and triaging incidents and service requests across data, systems, security and development services, resolving where possible and escalating within agreed SLAs, using effective troubleshooting and clear user communication throughout.
• Diagnose hardware, software and connectivity issues across laptops/desktops, peripherals, printers and mobile devices; perform repairs/replacements and coordinate warranty or supplier support where required.
• Provide second-line support for Microsoft 365 applications and services (Outlook/Exchange, Teams, OneDrive/SharePoint) including configuration, troubleshooting, and user guidance.
• Escalate complex issues to third-line teams/suppliers with strong diagnostics and evidence, and track through to resolution, updating users and records appropriately.
• Provide first- and second-line remote support for Microsoft Teams telephony services, including Teams Phone, voicemail, call forwarding and basic call queue queries; escalate complex telephony issues and Five9 contact centre matters to the appropriate team.

End-User Computing, Devices & Identity

• Support onboarding/offboarding by creating, modifying and disabling accounts, groups and access rights in line with joiner/mover/leaver processes and least-privilege principles.
• Provision, configure and maintain endpoints (Windows, mobile) using standard builds and device management tooling (e.g., Intune/Autopilot where applicable), ensuring compliance and patching are maintained.
• Provide support for email, calendaring, file access and collaboration, including permissions, mailbox troubleshooting, Teams calling/meetings issues and SharePoint/OneDrive sync problems.
• Support meeting rooms and AV/VC technology (e.g., Teams Rooms), assisting with setup, troubleshooting and preventative checks to minimise meeting disruption.

Knowledge, Security & Continuous Improvement

• Create and maintain clear support documentation, knowledge articles and user guides; ensure ticket notes are accurate and sufficient for audit and handover.
• Follow IT security policies and good practice (e.g., MFA, secure configuration, data handling). Identify, record and triage security incidents, phishing attempts and suspicious activity promptly, capturing relevant evidence and escalating to the appropriate security owners in line with procedure.
• Contribute to problem management by identifying recurring issues, assisting with root-cause analysis, and recommending or implementing permanent fixes and small automations where appropriate.
• Ensure all support-initiated changes follow the agreed change management process, raising change requests where required and maintaining clear documentation of changes made.

Collaboration & Service Quality

• Work closely with colleagues, third parties and business stakeholders to set expectations, communicate progress and ensure a positive support experience.
• Support asset, stock and licence tracking (where applicable) and contribute to service reporting by maintaining accurate ticket categorisation and outcomes.
• Support software licence tracking by maintaining accurate records of licence assignments and usage, flagging concerns to senior engineers or the Technical Operations Manager as appropriate

What Else Looks Good For This Role:

• Experience supporting a hybrid workforce, including remote support practices and collaboration/meeting technologies.
• A track record of improving support processes (knowledge base, ticket categorisation, standard builds) and reducing repeat incidents.
• Relevant certifications (e.g. ITIL Foundation, Microsoft 365 fundamentals) or a willingness to work towards them.
• Confidence working with suppliers and internal teams on escalations, and contributing to small rollouts/changes (patching, software deployment, hardware refresh).
• Familiarity with Microsoft Teams telephony (Teams Phone, voicemail, call plans) in a support context.

Qualifications

• Proven experience in an IT support/service desk role providing first- and second-line support, with strong incident and request management discipline.

• Strong troubleshooting skills across Windows 10/11, common business applications, printers and peripherals, with an ability to diagnose issues logically and efficiently.

• Hands-on experience supporting Microsoft 365 (e.g., Outlook/Exchange, Teams, OneDrive/SharePoint) including user support, basic administration and permissions, including basic Teams Phone/telephony support

• Understanding of identity and access management concepts (accounts, groups, MFA) and the importance of least privilege and good security hygiene.

• Familiarity with device management and deployment (e.g., imaging/build processes, Intune/Autopilot) and basic networking fundamentals (DNS, DHCP, Wi-Fi, VPN).

• Excellent customer service and communication skills, able to explain technical issues clearly to non-technical users and take ownership through to resolution.

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: 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