Support Engineer • Senior

Who you are

You have extensive experience in technical support, particularly in managing and troubleshooting complex customer environments. Your background includes a strong understanding of networking and systems administration, allowing you to effectively diagnose and resolve issues. You are proactive in your approach, ensuring that incidents are managed within the contracted SLA and that customer satisfaction remains a top priority.

You possess a deep knowledge of both on-premises and cloud-based systems, which enables you to engineer new network solutions using a variety of hardware and software. Your ability to produce clear technical documentation, including standard operating procedures and architectural diagrams, is a key asset in your role. You are comfortable working with ticketing systems and have a knack for communicating technical concepts to non-technical stakeholders.

What you'll do

As a Senior Support Engineer at Boxxe, you will play a crucial role in our Managed Services team, supporting customers by addressing reported incidents and troubleshooting issues across various environments. You will proactively manage incidents, major incidents, problems, requests, and changes, ensuring that all actions are documented and communicated effectively.

Your responsibilities will include raising and progressing Requests for Change (RFCs) within the Change Management process, as well as diagnosing and administering user, networking, and infrastructure environments. You will work closely with our Monitoring Platform to manage network performance and identify areas that require action. Additionally, you will be involved in engineering new network solutions, leveraging both physical and virtual hardware in on-premises and public cloud settings.

You will also be responsible for producing technical documentation that supports our operational processes and enhances the overall customer experience. Your role will require collaboration with various teams to ensure that customer needs are met and that we continue to deliver exceptional service.

What we offer

At Boxxe, we are committed to creating a supportive and inclusive work environment. We offer flexible working arrangements, including hybrid remote options, to help you balance your professional and personal life. You will have the opportunity to work with a diverse team of experts who are passionate about technology and customer service.

We believe in investing in our employees' growth and development, providing opportunities for training and advancement within the company. You will be part of a culture that values collaboration, innovation, and a commitment to making technology human. Join us in our mission to support our customers and make a positive impact in the tech industry.