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- Tasks: Provide top-notch support to users via phone, email, and ticket management.
- Company: Join boxxe, a tech company that values people and sustainability.
- Benefits: Gain valuable experience in IT with a focus on professional growth.
- Why this job: Make a real difference by helping others solve their tech issues.
- Qualifications: IT knowledge and a passion for learning are essential.
- Other info: Diverse and inclusive workplace with opportunities for career advancement.
The predicted salary is between 28800 - 43200 £ per year.
For us, tech has never been about just hardware or software. It’s about people. We put our customers, our partners and the environment at the heart of everything we do. Boxxe is making tech human by collaborating, simplifying, caring and delivering together.
Responsibilities
- 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 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 monitoring alerts, backup 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.
- Align to out of hours on-call rota for P1 incidents.
- Participate in team calls (boxxe and customer).
Qualifications
- 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 prioritisation and organisational skills.
- Basic understanding of IT components (software and hardware) and willingness to develop own IT skill set according to the support requirements.
- Basic knowledge of Microsoft 365, Active Directory, Citrix and Windows OS for devices and servers.
At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments and trading ethically. boxxe embraces diversity – 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 employment is based on qualification, excellence and business need.
1st Line Support Engineer in Manchester employer: boxxe
Contact Detail:
boxxe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer in Manchester
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a 1st Line Support Engineer role at boxxe. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Brush up on your IT knowledge and be ready to discuss your experience with ITSM tools like ServiceNow. Show us how you can handle customer interactions and problem-solving like a champ!
✨Tip Number 3
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in the interviewer's mind.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the boxxe team!
We think you need these skills to ace 1st Line Support Engineer in Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the 1st Line Support Engineer role. Highlight your IT experience, customer service skills, and any familiarity with ITSM tools like ServiceNow. We want to see how you fit into our tech-human approach!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for tech and how you prioritise customer care. Let us know why you’re excited about joining boxxe and how you can contribute to making tech human.
Show Off Your Communication Skills: Since this role involves a lot of interaction with users, make sure your written application reflects your exceptional communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the boxxe team!
How to prepare for a job interview at boxxe
✨Know Your Tech Basics
Brush up on your knowledge of IT components, especially Microsoft 365, Active Directory, and Windows OS. Being able to discuss these topics confidently will show that you're ready to tackle the technical aspects of the role.
✨Master the Ticketing System
Familiarise yourself with ITSM tools like ServiceNow. Understanding how to record and manage tickets effectively will demonstrate your readiness to handle incidents and requests right from the start.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and professionally. Think about how you would explain technical issues to someone without a tech background.
✨Emphasise Problem-Solving Abilities
Prepare examples of how you've proactively solved problems in the past. This will highlight your ability to triage tickets and escalate issues when necessary, which is crucial for a 1st Line Support Engineer.
