Support Engineer • Mid-Level

Who you are

You have experience as a 2nd line support engineer, demonstrating strong technical knowledge in networking technologies such as routing, switching, security, and wireless. You excel in delivering world-class customer service and have a proven track record of resolving incidents efficiently. Your communication skills are top-notch, allowing you to build strong relationships with customers and colleagues alike. You are detail-oriented, ensuring that all tickets are updated in an organized and efficient manner while logging time accurately for all work performed. You thrive in a fast-paced environment and are comfortable managing multiple workstreams simultaneously. You understand the importance of adhering to service level agreements (SLAs) and are committed to meeting customer expectations.

Desirable

Experience with network monitoring tools and familiarity with ITIL processes would be advantageous. A background in customer service or technical support roles is also beneficial. You are eager to learn and grow within the field, and you are open to travel to customer sites to enhance relationships and assist with incident resolution.

What you'll do

In this role, you will be responsible for providing 2nd line support within the Network Operations Center (NOC). You will assist first-line support engineers with both proactive and reactive escalations, ensuring that incidents are resolved promptly and effectively. You will take ownership of issues at your level, escalating only when specialist expertise is required. Your day-to-day tasks will include updating tickets in a detailed manner, managing your time efficiently, and ensuring that all work aligns with defined SLAs. You will collaborate closely with your team to ensure that customer needs are met and that service delivery is seamless. You will also participate in continuous improvement initiatives, contributing your insights to enhance processes and service quality.

What we offer

At Boxxe, we value our people and believe in creating a supportive and inclusive work environment. You will have the opportunity to work with a talented team dedicated to making technology human. We offer competitive compensation and benefits, along with opportunities for professional development and growth. You will be part of a company that prioritizes customer relationships and environmental responsibility, making a meaningful impact in the tech industry. Join us in our mission to simplify technology and deliver exceptional service to our customers.