Senior IT Support Engineer

Who you are

• We are an AI-first company. This means you approach your work with a growth mindset and find ways to leverage AI to help make faster, smarter decisions that will 10X your impact at Box
• 5+ years of working experience in an IT Support role
• Working knowledge of Windows and OSX operating systems
• Working knowledge of Lenovo and Apple hardware
• Comprehensive understanding of networking concepts
• Foundational understanding of Okta and identity and access management concepts, including SSO, MFA, and user permissions
• Management and improvement of services, standards and support processes, as well as strong problem-solving skills with a willingness to learn new technologies
• Experience creating and maintaining technical documentation and knowledge articles
• Working knowledge with voice and video conferencing solutions (Google, Zoom, Slack a plus)
• Interest in using AI and automation tools to improve IT support and employee experience
• Experience supporting New Hire Onboarding, including device deployment and IT orientation
• Strong verbal and written communicator with outstanding collaboration and teamwork skills
• Passionate, high-energy achiever dedicated to excellence and consistently going above and beyond
• Technical certification in desktop operating systems (Mac and or Windows certification a plus)
• Network certification
• B.S. in a computer-related field preferred, but not required
• At Box, we believe unique and diverse experiences benefit our culture, our products, our customers, our company, and our world. We aim to recruit a passionate, high-performing workforce that reflects the world we live in. If you are head-over-heels about this role but unsure if you meet all the requirements, we encourage you to apply!

What the job involves

• Box IT End User Services' primary role is to provide technical services and support to all employees world-wide
• We provide major services such as: desktop and audio video support, new hire on-boarding, advanced application configuration and event support
• Our vision is to deliver end user solutions, capabilities and experiences that bring out the ultimate potential of every employee
• Our team values: Be passionate to deliver great service, pursue growth and development, and build a positive team spirit
• The Senior IT Support Engineer will join a global team comprised of the most talented IT professionals in the industry
• As a Senior Support Engineer, you will manage and resolve an array of mobile, desktop, audio/video, network, and telecommunications issues, ensuring that our employees remain as productive as possible
• You must be agile enough to adapt to the rapid growth and change of our business, but also disciplined enough to deal with complex challenges, processes, and people
• Your role will involve coaching and mentoring your peers, leading cross-functional projects, and driving end-user technology decisions that will impact Boxers around the world
• Troubleshooting and support for all IT end user issues: mobile, desktop, audio/video, peripherals, etc
• Procurement, asset and inventory management for all IT hardware and software
• Cross-departmental collaboration with teams like Facilities, Sales, and Engineering, Information Security, Enterprise Team,
• Managing IT communication between headquarters and remote office
• Perform system imaging, application configurations, and security policy enforcements
• Daily onsite office support

Benefits

• 25 days holiday (excl. bank holidays)
• Flexible working-hybrid model of work
• Sign-on RSUs
• Employee stock purchase plan to purchase discounted Box stock
• Health insurance
• Dental insurance
• Pension and Life Insurance Coverage
• £40 ($55) a month gym/wellness allowance
• Your birthday off within a two week window
• 3 x paid charity days to use own your own, with your team or Box.org
• 100% top up 20 week paid maternity leave. 100 % paid 12 week paternity leave
• Fertility and surrogacy support. Box reimburses 100% of eligible cost up to £7,600
• Private consultation support for all expecting and new parents
• Subscription to headspace and spring health
• Paid sabbatical leave up to 4 weeks for all Boxers who have 7 years of service