Senior Support Engineer (3rd Line)

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.

The role of Senior Support Engineer is a key player in our Managed Services team. This role helps support customers environments, fixing escalated issues as well as playing a leading role in developing custom environments and delivering project works.

Key Responsibilities

• Support, maintenance and troubleshooting of network fabrics including on premises (VMware/Hyper-V) and cloud hosted solutions (Azure, VMware cloud)
• Experience supporting and deploying Microsoft Azure, Microsoft 365, Entra ID, Intune and associated technologies
• Support of multiple managed services customers in both Public and Private sectors
• Support, Maintenance and Troubleshooting of Microsoft software including Windows Server, Active Directory, SQL Server and Exchange
• Support of backup, HA and DR solutions e.g. Azure Site Recovery, VEEAM, Rubrik and other recovery solutions
• Solid experience of delivering and assessing network and security solutions for customer Firewalls and other devices (Cisco, Fortinet, General switches and Wireless solutions)
• Support, advise, define and implement secure configurations across a wide range of platforms
• Creation of operational support documentation such as ‘Statement of Work’, ‘Health Check’, Knowledgebase and similar customer and internal facing documents
• Take the technical lead for a subset of customers with an eye to be the SME for their service, joining service reviews and a proactive approach to improving customers environments
• Be the technical resource on managed services customer projects
• Participate on-call rota as required
• Act as a mentor to the 1st and 2nd line teams to assist with growing and evolving the team
• Undertake any other ad hoc duties as required, which are deemed necessary to assist with the needs of the company
• Adhere to the Incident, Major Incident, Problem, Knowledge, and Change Management Processes within best practice framework -v4
• Provide exceptional customer experience through written and verbal communication

What you’ll be doing

• Support customer’s needs by dealing with reported incidents from ticketing systems and telephone within the contracted SLA
• Proactively work on Incidents, Major Incident, Problems, Requests and Changes
• Raise and progress RFCs within the Change Management process
• Maintain the highest levels of communications with both external and internal customers
• Troubleshoot, diagnose, and administer both user, networking and infrastructure environments, including systems software, hardware, and configurations for both on-premises and cloud-based customers
• Produces technical documentation including standard operating procedures, technical operation manuals, architectural network diagrams.
• Engineering of new network solutions using physical and virtual hardware on-premises and public cloud
• Work proactively and reactively within our Monitoring Platform to manage network performance, identify where action is required to be taken
• Diagnoses network issues, and delivers root cause analysis reports for major incidents
• Assisting Service Desk with end user troubleshooting or escalated tickets  
• Account creation of privilege accounts ensuring security standards are adhered to
• Ensure systems are securely maintained, remediating vulnerabilities as per contractual and process adherence  
• Follow the Knowledge Management Process; write, review and update Knowledge

Articles on Networking and Infrastructure    

• Deliver proactive and reactive maintenance of customer and boxxe systems to ensure the highest possible patching and security status is continuously maintained.
• Work collaboratively within the 2nd line team, sharing knowledge and experience
• Liaise with 3rd parties and boxxe technical personnel toward problem resolution
• Work to find new and innovative solutions, making recommendations to drive continuous improvement
• Work with the wider boxxe team to deliver high levels of support to our customers
• Work to a UK aligned shift pattern which covers between the hours of 08:00- 18:00 GMT.

Requirements

One or more the following certifications would be highly desirable for a successful applicant:

• Cisco Certified Network Associate (CCNA)
• Cisco Certified Specialist -Enterprise Core (CCS-ECore)
• CCNP Enterprise
• Microsoft AZ900, AZ104, AZ305, AZ500
• Citrix Certified Associate
• VMware Certified Professional
• Security Focused Certification
• ITIL Foundation

The following requirements are essential to this role:

• Proven working experience in installing, configuring, and troubleshooting Network fabrics and Windows based environments.
• Experience in the administration and performance tuning of Networks, Operating Systems, Storage devices and applications including SQL Databases.
• Working experience with Microsoft Office 365 and Intune
• Solid experience with Microsoft Operating Systems Windows 8+ / Windows Server 2019+
• Working experience with virtualization (e.g., VMware, Hyper-V, Citrix)
• Working experience with monitoring systems e.g. Logic Monitor
• Experience with automation software would be desirable
• Excellent problem-solving skills with the ability to identify and remediate root causes
• Accuracy and attention to detail
• Effective ticket management and documentation skills
• Excellent communication skills to different stakeholders of different technical expertise both customer-facing and in house
• Possess the ability to work under pressure in a fast-moving environment
• Ability to mentor and upskill colleagues across the service desk
• A highly proactive, solution-driven individual who takes ownership and delivers results.

 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.