About the job
At boxxe, we believe technology is about more than just hardware and software; it's fundamentally about people. Our strong relationships, extensive expertise, and practical know-how in technology drive our actions. We prioritize our customers, partners, and the environment at the core of our operations, recognizing that our team is the key differentiator in our success.
We strive to understand, collaborate, simplify, care, and deliver, making technology more human in every interaction.
Your Mission
What You’ll Be Doing
- Assist 1st line support engineers with both proactive and reactive escalations as a 2nd line engineer.
- Organize and update tickets efficiently and in detail while logging time for all tasks performed.
- Adhere to defined service level agreements (SLAs) for various customers, ensuring compliance with stipulated deadlines.
- Manage tickets related to incidents, problems, changes, and more for both managed and non-managed devices.
- Escalate tickets to 3rd line support when appropriate, following established escalation protocols.
- Maintain comprehensive documentation for managed service customers.
- Act as the Technical Lead for designated managed service customers.
What Experience We Think You’ll Need
We seek an outgoing, highly organized, disciplined, and adaptable 2nd line NOC Engineer with excellent communication skills. You should be ready to engage with day-to-day operational tasks and manage multiple workstreams. In addition to strong people skills, the following technical qualifications are essential:
- Proficiency in configuring and troubleshooting Cisco routers and switches (CCNP Certification or equivalent industry experience).
- Experience in Cisco security configuration and troubleshooting (CCNA Security or equivalent industry experience).
