First Line Support

2 months ago

Kettering Northamptonshire, 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.

How you’ll fit in to the big picture ✨

In this role, you'll be at the heart of boxxe’s mission by supporting end users, solving their technical challenges, and ensuring smooth IT operations. By collaborating with internal teams and external partners, you'll contribute to delivering exceptional managed services. Your focus on continuous improvement, proactive problem-solving, and communication will directly enhance our customer experience and drive our mission of making tech human.

What you’ll be doing

  • Manage and resolve user queries and IT issues through the ITSM tool in line with SLAs.
  • Provide consistent updates to service users from issue onset to resolution.
  • Collaborate with internal teams and third parties for issue escalation.
  • Continuously improve processes through reviews, analysis, and reporting.
  • Support IT components (hardware/software) and manage user accounts.
  • Escalate unresolved issues to appropriate support levels.
  • Monitor system alerts and respond to incidents.
  • Complete scheduled tasks such as monitoring, patch management, and backup reporting.
  • Ensure compliance with information security standards.
  • Work to a rotating shift pattern which alternates bi-weekly covering between the hours of 6.00 am – 10.00 pm through Monday to Sunday including bank holidays.

What experience we think you’ll need

  • Experience in IT support, technical help desk, or customer service.
  • Basic IT knowledge with a willingness to expand skills.
  • Familiarity with ITSM tools (e.g., ServiceNow, AutoTask).
  • Strong communication skills, both verbal and written.
  • Proactive approach to problem-solving.
  • Attention to detail and strong organisational abilities.
  • Basic understanding of hardware and software components.
  • Knowledge of technologies like (but not restricted to) Microsoft 365, Azure, Citrix, and Windows OS.
  • Ability to prioritise tasks effectively in a fast-paced environment.
  • Flexibility to work rotating shifts, including weekends and bank holidays.

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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