NOC 1st Line Engineer

Greenhouse Software, Inc.; Cheltenham; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Shift allowance uplift

Job summary

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.

Responsibilities

• 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.

Skills

Basic IT knowledge

Communication skills

ITSM platform experience

Tools

ServiceNow

AutoTask

M365

Active Directory

MS Exchange

Cisco Meraki dashboards

Job description

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.

As a Managed Services Support Analyst, your primary focus will be to provide 1st line support to boxxe’s 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 key.You 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.

What you’ll be doing

• 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 boxxe’s 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)

What experience we think you’ll need

• 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
• Experience working with an event monitoring platform
• Experience with Cisco Meraki dashboards

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.

This role pays a salary of up to £35,000 with a £4550 shift allowance uplift