2nd Line Support Engineer
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Job Location:
Hemel Hempstead - UK
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
For us tech has never been about just hardware or software. Its about people. Its our meaningful relationships deep expertise and practical know-how in technology that drive what we do. We put our customers our partners and the environment at the heart of everything we do and our people are the difference that make the difference.
At boxxe we understand we collaborate we simplify we care and we deliver; together we are making tech human.
How youll fit in to the big picture
We are looking for a skilled professional to manage systems and infrastructure for boxxes managed customers while adhering to ITIL V4 best practices. You will deliver outstanding customer service ensure system availability through proactive configuration and maintenance and support incident problem and change management processes. Continuous professional development is encouraged to strengthen your IT expertise and support our diverse range of managed services.
What youll be doing
- Provide support for customer needs by addressing incidents reported through ticketing systems and telephone within contracted SLAs.
- Proactively manage incidents major incidents problems requests and changes.
- Raise and progress RFCs within the Change Management process.
- Maintain effective communication with both external and internal customers.
- Troubleshoot diagnose and administer user and infrastructure environments including software hardware and configurations for on-premise and cloud-based customers.
- Monitor network performance proactively and reactively identifying and addressing issues through the Monitoring Platform.
- Follow the Knowledge Management process including writing reviewing and updating Knowledge Articles.
- Deliver proactive and reactive maintenance to ensure systems are secure and up-to-date with patches.
- Collaborate with the 2nd line team to share knowledge and expertise.
- Liaise with 3rd parties and boxxe technical personnel to resolve issues effectively.
- Develop innovative solutions and make recommendations for continuous improvement.
- Work closely with the wider boxxe team to provide exceptional customer support.
- Operate within a rotating shift pattern
- Participate in the Out-of-Hours 24/7 2nd line on-call rota.
What experience we think youll need
- Microsoft Certification (MCP/MCSA/MCSE/Azure Administrator level) or equivalent experience.
- Proven experience in installing configuring and troubleshooting Windows-based environments.
- Expertise in administering and optimising networks operating systems storage devices and applications including SQL Databases.
- Hands-on cloud experience preferably in Azure.
- Experience with Microsoft Office 365 and Intune.
- Ability to package and deploy apps within Intune and the company portal.
- Strong knowledge of Microsoft Operating Systems (Windows 8 / Windows Server 2016).
- Experience with virtualisation and containerisation tools (e.g. VMware Hyper-V Citrix).
- Proficiency in monitoring systems (e.g. Logic Monitor PRTG SolarWinds).
- Familiarity with automation software (desirable).
- High accuracy and attention to detail.
- Effective ticket management skills.
- Ability to mentor and upskill colleagues across the service desk.
- Familiarity with ITIL4 Practices.
- Flexibility and willingness to travel within the UK.
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. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles minimising travel by using virtual technology and adopting sustainable 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 our employment is based on qualification excellence and business need.
Key Skills
- Ruby
- Mac Os
- Computer Networking
- Windows
- TCP
- Customer Support
- Linux
- Shell Scripting
- VPN
- Dns
- Technical Support
- Troubleshooting
About Company
Leading provider of hardware, software and managed IT services. We implement flexible tech solutions to accelerate growth, increase productivity and reduce downtime.
