1st Line Support Engineer

Boxxe Group; Manchester; On-site; GBP 80,000 - 100,000; Full time

Job summary

A technology solutions provider in Manchester seeks a Help Desk Support role responsible for managing user queries and IT issues. Candidates should have experience in customer support, proficiency with ITSM tools like ServiceNow, and strong communication skills. The role includes providing timely resolution and maintaining service quality while promoting sustainability and ethical business practices at Boxxe Group.

Benefits

Work from Anywhere (in the UK)

Inclusive working environment

Focus on sustainability

Qualifications

• Experience in the IT industry with technical help desk or customer service skills.
• Willingness to learn and adapt to new technologies.
• Effective communication and customer interaction abilities.

Responsibilities

• Handle user queries, IT issues, and requests in line with SLAs.
• Provide timely communication to service users throughout the ticket lifecycle.
• Participate in major incident management as needed.

Skills

Customer Support

Technical Support

Troubleshooting

Computer Networking

Linux

Windows

Shell Scripting

Mac OS

Ruby

TCP

VPN

DNS

Tools

ServiceNow

Job description

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

The role involves handling user queries IT issues and requests by ensuring they are accurately logged in the ITSM tool and progressed in line with Service Level Agreements (SLAs). Each ticket must be validated and triaged for appropriate processing. You will provide clear and timely communication to service users from initiation through resolution liaising with client internal teams via the correct channels as required. Additionally you will drive process optimization through analysis reviews reporting and initiatives such as automation competence building and knowledge sharing. Continuous development within the defined IT skill set framework is expected to maintain and enhance service quality.

What youll be doing

• Adhere to the Incident Major Incident Problem Knowledge and Change Management processes
• Answer incoming calls in a professional confident and timely manner.
• Assist users via phone email and using the client ticket management system (ServiceNow).
• Record all tickets (requests incidents problems and changes) within the client ticket management system.
• Monitor and escale alerts from the monitoring platform.
• Support computers servers and applications.
• Maintain user accounts including permissions and JLM processes.
• Escalate issues as required to 2nd and 3rd line support engineers.
• Triage incoming tickets in the ticket management system assign appropriate priority levels and support team.
• Identify major incidents and escalated to the major incident manager and relevant support teams.
• Follow-up on tickets at pre-defined intervals until resolved in-line with service level agreements.
• Complete standardised daily and weekly tasks as outlined by your line manager to include and not limited to Monitoring Alerts Back-up Reporting Patch Management Vulnerabilities and End User Management.
• Maintain information security standards.
• Work a rotating Sunday Patch Management cycle for RH OEL and Windows servers (familiarisation training will be provided).
• Align to out of hours on-call rota for P1 incidents (familiarisation training will be provided).
• Participate in team calls (boxxe and customer)

What experience we think youll need

• IT industry experience Technical Help Desk experience or Technical Customer Services skills
• IT knowledge with a willingness to learn.
• Familiarity with ITSM tools. (ServiceNow etc)
• Customer interaction and communication skills.
• Proactive problem-solving abilities.
• Exceptional verbal and written communication skills.
• Attention to detail.
• Task prioritization and organizational skills.
• Basic understanding of IT components (Software and Hardware) and the willingness to develop own IT skill set according to the support requirements
• Basic knowledge in (but not restricted to) the following technologies : Microsoft 365 Active Directory Citrix and Windows OS for devices and servers.

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