{"id":2824123,"url":"https://alion.io/job/boxxe-senior-support-engineer-3rd-line","title":"Senior Support Engineer (3rd Line)","company":{"id":669571,"name":"boxxe","domain":"boxxe.com","url":"https://alion.io/company/boxxe","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":93000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"Hyper-V","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"SQL","optional":false},{"name":"VMWare","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"ITIL","optional":true},{"name":"Microsoft Office","optional":true}],"status":"live","first_seen_at":"2026-10-18T19:51:58Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-23T03:35:33Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nAt boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human.\nThe 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.\nKey Responsibilities\nSupport, maintenance and troubleshooting of network fabrics including on premises (VMware/Hyper-V) and cloud hosted solutions (Azure, VMware cloud)\nExperience supporting and deploying Microsoft Azure, Microsoft 365, Entra ID, Intune and associated technologies\nSupport of multiple managed services customers in both Public and Private sectors\nSupport, Maintenance and Troubleshooting of Microsoft software including Windows Server, Active Directory, SQL Server and Exchange\nSupport of backup, HA and DR solutions e.g. Azure Site Recovery, VEEAM, Rubrik and other recovery solutions\nSolid experience of delivering and assessing network and security solutions for customer Firewalls and other devices (Cisco, Fortinet, General switches and Wireless solutions)\nSupport, advise, define and implement secure configurations across a wide range of platforms\nCreation of operational support documentation such as ‘Statement of Work’, ‘Health Check’, Knowledgebase and similar customer and internal facing documents\nTake 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\nBe the technical resource on managed services customer projects\nParticipate on-call rota as required\nAct as a mentor to the 1st and 2nd line teams to assist with growing and evolving the team\nUndertake any other ad hoc duties as required, which are deemed necessary to assist with the needs of the company\nAdhere to the Incident, Major Incident, Problem, Knowledge, and Change Management Processes within best practice framework -v4\nProvide exceptional customer experience through written and verbal communication\nWhat you’ll be doing\nSupport customer’s needs by dealing with reported incidents from ticketing systems and telephone within the contracted SLA\nProactively work on Incidents, Major Incident, Problems, Requests and Changes\nRaise and progress RFCs within the Change Management process\nMaintain the highest levels of communications with both external and internal customers\nTroubleshoot, diagnose, and administer both user, networking and infrastructure environments, including systems software, hardware, and configurations for both on-premises and cloud-based customers\nProduces technical documentation including standard operating procedures, technical operation manuals, architectural network diagrams.\nEngineering of new network solutions using physical and virtual hardware on-premises and public cloud\nWork proactively and reactively within our Monitoring Platform to manage network performance, identify where action is required to be taken\nDiagnoses network issues, and delivers root cause analysis reports for major incidents\nAssisting Service Desk with end user troubleshooting or escalated tickets \nAccount creation of privilege accounts ensuring security standards are adhered to\nEnsure systems are securely maintained, remediating vulnerabilities as per contractual and process adherence \nFollow the Knowledge Management Process; write, review and update Knowledge\nArticles on Networking and Infrastructure \nDeliver proactive and reactive maintenance of customer and boxxe systems to ensure the highest possible patching and security status is continuously maintained.\nWork collaboratively within the 2nd line team, sharing knowledge and experience\nLiaise with 3rd parties and boxxe technical personnel toward problem resolution\nWork to find new and innovative solutions, making recommendations to drive continuous improvement\nWork with the wider boxxe team to deliver high levels of support to our customers\nWork to a UK aligned shift pattern which covers between the hours of 08:00- 18:00 GMT.\nRequirements\nOne or more the following certifications would be highly desirable for a successful applicant:\nCisco Certified Network Associate (CCNA)\nCisco Certified Specialist -Enterprise Core (CCS-ECore)\nCCNP Enterprise\nMicrosoft AZ900, AZ104, AZ305, AZ500\nCitrix Certified Associate\nVMware Certified Professional\nSecurity Focused Certification\nITIL Foundation\nThe following requirements are essential to this role:\nProven working experience in installing, configuring, and troubleshooting Network fabrics and Windows based environments.\nExperience in the administration and performance tuning of Networks, Operating Systems, Storage devices and applications including SQL Databases.\nWorking experience with Microsoft Office 365 and Intune\nSolid experience with Microsoft Operating Systems Windows 8+ / Windows Server 2019+\nWorking experience with virtualization (e.g., VMware, Hyper-V, Citrix)\nWorking experience with monitoring systems e.g. Logic Monitor\nExperience with automation software would be desirable\nExcellent problem-solving skills with the ability to identify and remediate root causes\nAccuracy and attention to detail\nEffective ticket management and documentation skills\nExcellent communication skills to different stakeholders of different technical expertise both customer-facing and in house\nPossess the ability to work under pressure in a fast-moving environment\nAbility to mentor and upskill colleagues across the service desk\nA highly proactive, solution-driven individual who takes ownership and delivers results.\n 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. 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