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 implant 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.
You will deliver world class customer service within the Network Operations Center (NOC) while supporting customers through Incidents, Changes, Events, and Service Fulfilment Management processes. As a 2nd line network resource, you’ll wearable ownership of resolving issues at your level, escalating only when specialist expertise or processes are required. This role involves travel to Managed Service customer sites based in Edinburgh to build strong relationships and assist with incident resolution. Success requires managing multiple workstreams simultaneously, demonstrating clear communication, meticulous timekeeping and accurate time logging, alongside strong technical knowledge across routing and switching, security, and wireless technologies.
What you’ll be doing
- As a 2nd line engineer, you will assist 1 st line support engineers through both proactive and reactive escalations
- Update tickets in an organised, efficient and detailed manner and logging time for all work performed
- Work within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds
- Own and manage tickets for Incidents, Problems, Changes and others for Managed customers and non‑managed devices
- Escalate tickets to 3 rd line where appropriate following a defined escalation process
- Maintain documentation of Managed Service Customers
- vaihtionaly act as Technical Lead for defined Managed Service Customers
What experience we think you’ll need “, “datePosted”: “2026-04-17”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Boxxe Group”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__407190256__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=31” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “City of Edinburgh” } } }
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 implant 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.
You will deliver world class customer service within the Network Operations Center (NOC) while supporting customers through Incidents, Changes, Events, and Service Fulfilment Management processes. As a 2nd line network resource, you’ll wearable ownership of resolving issues at your level, escalating only when specialist expertise or processes are required. This role involves travel to Managed Service customer sites based in Edinburgh to build strong relationships and assist with incident resolution. Success requires managing multiple workstreams simultaneously, demonstrating clear communication, meticulous timekeeping and accurate time logging, alongside strong technical knowledge across routing and switching, security, and wireless technologies.
What you’ll be doing
- As a 2nd line engineer, you will assist 1 st line support engineers through both proactive and reactive escalations
- Update tickets in an organised, efficient and detailed manner and logging time for all work performed
- Work within defined service level agreements (SLA) for different customers to ensure SLAs are met within thresholds
- Own and manage tickets for Incidents, Problems, Changes and others for Managed customers and non‑managed devices
- Escalate tickets to 3 rd line where appropriate following a defined escalation process
- Maintain documentation of Managed Service Customers
- vaihtionaly act as Technical Lead for defined Managed Service Customers