Second Line Support Engineer

3 weeks ago

Godmanchester Cambridgeshire, United Kingdom boxxe Full time

For us, tech has never been about just hardware or software. It’s about people. It’s 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.

Your Mission

The role of 2nd Line Support Engineer (Onsite) is a key player in our Managed Services team. This role is dedicated to one customer from an onsite perspective, fixing issues, resolving requests, as well as playing a leading role in developing the customers environment and helping to deliver project work.

You will work closely with the rest of the Service Desk in order to provide a high level customer experience in-line with continual service improvement, key performance indicators and agreed service level agreements.

How you’ll fit in to the big picture ✨

As a 2nd Line Support Engineer (Onsite), you'll be pivotal in our Managed Services team dedicated to one key customer. You'll work closely with our remote Service Desk, delivering exceptional customer experience while driving service improvement and meeting KPIs/SLAs. Your expertise will contribute to developing the customer's environment through project work. You'll foster a strong partnership, understand their needs, and align our services accordingly, reinforcing our reputation as a trusted technology partner.

What you’ll be doing

  • Provide dedicated customer support for Microsoft stack, networking, on-premise hardware, and other technologies
  • Handle reported incidents from the ticketing system within SLA
  • Offer support in person, by phone or email using the ticket management system
  • Act as an escalation point for on-site users and remote colleagues
  • Provide on-site support at the customer's main office and sub-offices
  • Support, define, and implement secure configurations across various platforms
  • Monitor and troubleshoot systems performance and security
  • Contribute as a technical resource on customer projects, working with 3rd line and technical account manager
  • Proactively review trends and make recommendations to the technical account manager and service delivery team

What experience we think you’ll need

  • A strong knowledge of Active Directory, Group Policy and associated Microsoft technologies along with their backup, HA and DR solutions
  • Experience supporting and deploying Microsoft Azure and O365 solutions
  • Proven track record with troubleshooting and delivering an excellent service to key stakeholders
  • Experience in providing in-depth Infrastructure support to a growing client base
  • Experience supporting on premises and cloud hosted solutions
  • Solid understanding of delivering and assessing security solutions
  • Excellent problem-solving skills with the ability to identify root cause and implement change
  • Possess the ability to work under pressure in a fast-moving environment
  • Familiarisation of Storage Area Networks and Fabric technologies
  • Familiarisation of Network technologies (Routing, Switching and Firewalls)
  • Good understanding of principles of ITIL Framework and Project Management

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 practices. 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 our employment is based on qualification, excellence, and business need.

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