Senior Support Engineer

The role of Senior Support Engineer is a key player in our Managed Services team. This role helps support customers environments, fixing escalated issues as well as playing a leading role in developing custom environments and delivering project works., * Support and troubleshoot customer infrastructure across on-prem and cloud environments (Azure, AWS, VMware, etc.)

• Own and resolve complex technical issues, including incidents, problems and changes
• Act as a technical lead for key customers, becoming a trusted SME
• Support delivery of low-impact project work aligned to managed service customers
• Maintain and improve system performance, security and availability
• Work across Microsoft technologies including Windows Server, Active Directory, Azure, M365, Entra ID and Intune
• Support backup, DR and HA solutions (e.g. Veeam, Azure Site Recovery, Rubrik)
• Troubleshoot VDI environments (e.g. AVD, Citrix)
• Produce clear technical documentation (runbooks, SOPs, knowledge articles)
• Collaborate with internal teams and third parties to resolve issues effectively
• Support and mentor 1st and 2nd line engineers
• Participate in the on-call rota and support major incidents
• Drive continuous improvement across services and processes
• Ensure compliance with ITIL practices

Do you have experience in Virtualization?, * Proven experience supporting enterprise infrastructure environments

• Strong knowledge of Microsoft technologies (Windows Server, AD, Azure, M365)
• Experience with virtualisation platforms (VMware, Hyper-V, Citrix)
• Understanding of networking and security principles
• Experience in a Managed Services or fast-paced support environment
• Strong troubleshooting skills with focus on root cause analysis
• Ability to communicate clearly with technical and non-technical stakeholders
• Experience producing technical documentation and managing tickets effectively
• Comfortable working in a fast-paced, customer-focused environment
• Relevant certifications (Microsoft, VMware, Cisco, ITIL) beneficial

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.