Senior IT Support Engineer II

Box (NYSE:BOX) is the leader in Intelligent Content Management. Our platform enables organizations to fuel collaboration, manage the entire content lifecycle, secure critical content, and transform business workflows with enterprise AI. We help companies thrive in the new AI-first era of business. Founded in 2005, Box simplifies work for leading global organizations, including JLL, Morgan Stanley, and Nationwide. Box is headquartered in Redwood City, CA, with offices across the United States, Europe, and Asia.

By joining Box, you will have the unique opportunity to continue driving our platform forward. Content powers how we work. It’s the billions of files and information flowing across teams, departments, and key business processes every single day: contracts, invoices, employee records, financials, product specs, marketing assets, and more. Our mission is to bring intelligence to the world of content management and empower our customers to completely transform workflows across their organizations.

With the combination of AI and enterprise content, the opportunity has never been greater to transform how the world works together and at Box you will be on the front lines of this massive shift.

WHY BOX NEEDS YOU:

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.

WHAT YOU'LL DO:

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

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

Preferred skills:

Technical certification in desktop operating…