Managed Service Support Analyst

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.

As a Managed Services Support Analyst your primary focus will be to provide 1st line support to boxxes Managed Services customers.

You will be central to the Managed Services operation with a combination of technical skills and first-class customer service. Part of your role is to understand the cause of an event and quickly resolve it with events that cannot be resolved being routed to Incident Management. This element is process driven where commitment to detail and communication are will be required to manage multiple workstreams simultaneously meaning clear communication meticulous timekeeping and time logging skills are required as well as the ability to accurately follow process.

As part of this role you will be exposed to a range of technologies offering an excellent opportunity to build the foundation for a career in the IT industry.

• Troubleshoot diagnose and resolve IT issues with hardware software and network devices.
• Manage alerts from our monitoring platform - acknowledge troubleshoot and resolve where possible.
• Follow best practice for ticket management as outlined in boxxes Standard Operating Procedure (SOP).
• Ensure a high level of first-time fixes are achieved.
• Evaluate and chase up escalated tickets appropriately to ensure customer demands are met.
• Manage 3rd party communication and tickets via their respective portals and email.
• Appropriate and timely escalation of incidents and request to senior teams.
• Provide exceptional communication between the service desk NOC resolver groups and end users.
• Communicate at all levels within the business in both written and verbal form.
• Consistently maintain a high level of customer satisfaction.
• Provide regular feedback to customer regarding the status of their tickets.
• Meet and exceed customer specific service level agreements (SLAs)

• Basic IT knowledge with a willingness to expand skills.
• Basic understanding of hardware and software components
• Experience using M365 Active Directory and MS Exchange
• Exemplary Communication Skills including telephone manner
• Previous Service Desk Experience (Desired not essential)
• Experience using an ITSM Platform ServiceNow AutoTask or similar (Desired not essential)
• Experience working with an event monitoring platform (Desired not essential)
• Experience with Cisco Meraki dashboards (Desired not essential)

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.