Manchester, England, United Kingdom
1st Line Support Engineer
Role at boxxe
For us, tech has never been about just hardware or software. It’s about people. We put our customers, our partners and the environment at the heart of everything we do. Boxxe is making tech human by collaborating, simplifying, caring and delivering together.
Responsibilities
* Adhere to the Incident, Major Incident, Problem, Knowledge and Change Management processes.
* Answer incoming calls in a professional, confident and timely manner.
* Assist users via phone, email and the client ticket management system (ServiceNow).
* Record all tickets (requests, incidents, problems and changes) within the client ticket management system.
* Monitor and escalated alerts from the monitoring platform.
* Support computers, servers and applications.
* Maintain user accounts including permissions and JLM processes.
* Escalate issues as required to 2nd and 3rd line support engineers.
* Triage incoming tickets in the ticket management system, assign appropriate priority levels and support team.
* Identify major incidents and escalated to the major incident manager and relevant support teams.
* Follow-up on tickets at pre-defined intervals until resolved in-line with service level agreements.
* Complete standardised daily and weekly tasks as outlined by your line manager, to include monitoring alerts, backup reporting, patch management vulnerabilities and end‑user management.
* Maintain information security standards.
* Work a rotating Sunday Patch Management cycle for RH, OEL and Windows servers.
* Align to out of hours on‑call rota for P1 incidents.
* Participate in team calls (boxxe and customer).
Qualifications
* IT industry experience, Technical Help Desk experience or Technical Customer Services skills.
* IT knowledge with a willingness to learn.
* Familiarity with ITSM tools (ServiceNow etc).
* Customer interaction and communication skills.
* Proactive problem‑solving abilities.
* Exceptional verbal and written communication skills.
* Attention to detail.
* Task prioritisation and organisational skills.
* Basic understanding of IT components (software and hardware) and willingness to develop own IT skill set according to the support requirements.
* Basic knowledge of Microsoft 365, Active Directory, Citrix and Windows OS for devices and servers.
At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments and trading ethically. boxxe embraces diversity – as an equal‑opportunity employer we are committed to building a team that represents a variety of backgrounds, perspectives and skills. boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status or disability status. All employment is based on qualification, excellence and business need.
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