2nd Line Support Engineer

How you’ll fit in to the big picture ✨

We are looking for a skilled professional to manage systems and infrastructure for boxxe’s managed customers while adhering to ITIL V4 best practices. You will deliver outstanding customer service, ensure system availability through proactive configuration and maintenance, and support incident, problem, and change management processes. Continuous professional development is encouraged to strengthen your IT expertise and support our diverse range of managed services.

What you’ll be doing 🎯

• Provide support for customer needs by addressing incidents reported through ticketing systems and telephone within contracted SLAs.
• Proactively manage incidents, major incidents, problems, requests, and changes.
• Raise and progress RFCs within the Change Management process.
• Maintain effective communication with both external and internal customers.
• Troubleshoot, diagnose, and administer user and infrastructure environments, including software, hardware, and configurations for on-premise and cloud-based customers.
• Monitor network performance proactively and reactively, identifying and addressing issues through the Monitoring Platform.
• Follow the Knowledge Management process, including writing, reviewing, and updating Knowledge Articles.
• Deliver proactive and reactive maintenance to ensure systems are secure and up-to-date with patches.
• Collaborate with the 2nd line team to share knowledge and expertise.
• Liaise with 3rd parties and boxxe technical personnel to resolve issues effectively.
• Develop innovative solutions and make recommendations for continuous improvement.
• Work closely with the wider boxxe team to provide exceptional customer support.
• Operate within a rotating shift pattern 
• Participate in the Out-of-Hours 24/7 2nd line on-call rota.

 

What experience we think you’ll need 🚀

• Microsoft Certification (MCP/MCSA/MCSE/Azure Administrator level) or equivalent experience.
• Proven experience in installing, configuring, and troubleshooting Windows-based environments.
• Expertise in administering and optimising networks, operating systems, storage devices, and applications, including SQL Databases.
• Hands-on cloud experience, preferably in Azure.
• Experience with Microsoft Office 365 and Intune.
• Ability to package and deploy apps within Intune and the company portal.
• Strong knowledge of Microsoft Operating Systems (Windows 8+ / Windows Server 2016+).
• Experience with virtualisation and containerisation tools (e.g., VMware, Hyper-V, Citrix).
• Proficiency in monitoring systems (e.g., Logic Monitor, PRTG, SolarWinds).
• Familiarity with automation software (desirable).
• High accuracy and attention to detail.
• Effective ticket management skills.
• Ability to mentor and upskill colleagues across the service desk.
• Familiarity with ITIL4 Practices.
• Flexibility and willingness to travel within the UK.