About the job
At boxxe, we believe that technology transcends hardware and software; it's fundamentally about people. Our commitment to nurturing meaningful relationships, coupled with deep expertise and practical know-how in technology, drives our mission. We prioritize our customers, partners, and the environment, and it is our dedicated team that truly makes the difference.
We are on a mission to make technology human by understanding, collaborating, simplifying, caring, and delivering together.
How You Fit into the Big Picture
Your Responsibilities
- Follow Incident, Major Incident, Problem, Knowledge, and Change Management protocols.
- Respond to incoming calls professionally and promptly.
- Assist users via phone, email, and the client ticket management system (ServiceNow).
- Document all tickets (requests, incidents, problems, and changes) within the client ticket management system.
- Monitor and escalate alerts from our monitoring platform.
- Provide support for computers, servers, and applications.
- Manage user accounts, including permissions and JLM processes.
- Escalate issues to 2nd and 3rd line support engineers as needed.
- Triage incoming tickets, assigning appropriate priority levels and support teams.
- Identify major incidents and escalate them to the major incident manager and relevant support teams.
- Follow up on tickets at designated intervals until resolution in line with SLAs.
- Complete standardized daily and weekly tasks assigned by your line manager, including monitoring alerts, backup reporting, patch management vulnerabilities, and end-user management.
- Maintain information security standards.
- Participate in a rotating Sunday Patch Management cycle for RH, OEL, and Windows servers (training will be provided).

