1st Line IT Support Engineer – Managed Services

Greenhouse Software, Inc.; Cheltenham; Sur place; GBP 28 000 - 40 000; Plein temps

Avantages offerts par ce poste

Shift allowance uplift

Résumé du poste

boxxe is seeking a Managed Services Support Analyst to provide 1st line support for its Managed Services customers. The role emphasizes technical problem-solving and strong customer service, with processes to route unresolved items to Incident Management.

You will handle multiple workstreams, logging time and following SOPs to meet SLAs. The successful candidate will gain exposure to a range of technologies and build a solid IT foundation.

Qualifications

• Basic IT knowledge; willingness to expand skills.
• Understanding of hardware and software components.
• Experience with M365, AD and MS Exchange.
• Exemplary communication skills including telephone manner.
• Experience using ITSM platforms (ServiceNow, AutoTask or similar).
• Experience with an event monitoring platform.
• Experience with Cisco Meraki dashboards.

Responsabilités

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from monitoring platform: acknowledge, troubleshoot and resolve where possible.
• Follow SOPs for ticket management and ensure a high first-time fix rate.
• Escalate incidents appropriately to senior teams when needed.
• Provide exceptional communication between service desk, NOC and end users.
• Keep customers informed on ticket status and SLAs.

Connaissances

Basic IT knowledge

Communication skills

ITSM platform experience

Outils

ServiceNow

AutoTask

M365

Active Directory

MS Exchange

Cisco Meraki dashboards

Description du poste

boxxe is seeking a Managed Services Support Analyst to provide 1st line support for its Managed Services customers. The role emphasizes technical problem-solving and strong customer service, with processes to route unresolved items to Incident Management.

You will handle multiple workstreams, logging time and following SOPs to meet SLAs. The successful candidate will gain exposure to a range of technologies and build a solid IT foundation.