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.
- 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.
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.
Top Skills
What We Do
At the heart of who we are is our conviction that we must make life better with tech.
For us, tech has never been about just hardware or software, they are our tools. It’s about people. It’s our meaningful relationships, deep expertise and practical know-how in technology that drives what we do.
We put our people, our customers, our partners and the environment at the heart of everything we do and our people are the difference that makes the difference. Tech is always advancing and together we have the agility to move with it and to deploy the right solutions to drive growth.
Through our deep expertise, practical know-how and collaborative approach, we implement flexible tech solutions to accelerate growth. We give people the confidence to use technology to be their best and better – commercially, socially and sustainably
