Support Analyst

boxxe; Hemel Hempstead; On-site; GBP 26,000 - 32,000; Full time

Job summary

boxxe is seeking a Managed Services Support Analyst to deliver 1st line support for our Managed Services customers in Hemel Hempstead. You’ll handle incidents, troubleshoot hardware, software and network issues, and work closely with NOC and resolver teams to restore services quickly.

You’ll need solid IT fundamentals, experience with M365/AD/Exchange, and strong communication skills to keep customers informed while following SOPs and SLAs.

Qualifications

• Basic IT knowledge with 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 is a plus.
• Experience with ITSM platforms such as ServiceNow or AutoTask is beneficial.
• Experience with monitoring platforms (event monitoring) is desirable.

Responsibilities

• Troubleshoot, diagnose and resolve IT issues with hardware, software and network devices.
• Manage alerts from our monitoring platform and resolve where possible.
• Follow SOP for ticket management and maintain first-time fix rates.
• Escalate incidents as required and ensure timely customer updates.
• Communicate effectively with service desk, NOC and end users.
• Coordinate with 3rd party vendors via portals and email.
• Provide regular updates on ticket status and SLA adherence.
• Maintain high levels of customer satisfaction and timekeeping.

Skills

IT support basics

M365

Active Directory

MS Exchange

Communication skills

Service desk experience

ITSM platforms

Event monitoring

Meraki dashboard

Tools

ServiceNow

AutoTask

Meraki Dashboard

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 (Desired not essential)
• Experience working with an event monitoring platform (Desired not essential)
• Experience with Cisco Meraki dashboards (Desired not essential)

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.