1st Line Support Engineer • Entry-Level

Who you are

You are someone who thrives in a customer-focused environment, with a knack for problem-solving and a passion for technology. You have experience in IT support, ideally within a service desk or helpdesk role, where you've handled user queries and IT issues effectively. Your communication skills are top-notch, allowing you to provide clear and timely updates to service users throughout the ticket resolution process. You are familiar with IT service management tools, particularly ServiceNow, and understand the importance of adhering to Service Level Agreements (SLAs) in your work. You are committed to continuous development and are eager to enhance your IT skills to maintain high service quality.

Desirable

Experience with ITIL processes such as Incident, Problem, and Change Management would be a plus, as well as familiarity with ticket management systems. You are proactive in seeking out opportunities for process optimization and enjoy collaborating with internal teams to improve service delivery.

What you'll do

In this role, you will be responsible for managing incoming user queries and IT issues, ensuring that each ticket is accurately logged in the ITSM tool. You will validate and triage tickets for appropriate processing, providing timely communication to users from initiation through to resolution. You will assist users via phone, email, and the client ticket management system, ensuring that all requests, incidents, problems, and changes are recorded accurately. You will monitor ticket progress and drive process optimization through analysis and reporting, contributing to initiatives such as automation and knowledge sharing. Your role will also involve continuous development within the defined IT skill set framework, allowing you to enhance your service quality and technical expertise.

What we offer

At Boxxe, we believe in making technology human, and we are committed to building a diverse team that represents a variety of backgrounds and perspectives. You will have the opportunity to work in a hybrid remote environment, allowing for flexibility in your work-life balance. We offer a supportive culture where your contributions are valued, and you will be encouraged to grow and develop your skills within the IT field. Join us in making a difference through technology and customer service excellence.