Line Support Engineer

At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. How you'll 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 you'll 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 escalate 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 escalate 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)

• 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.