Sholinganallur, Tamil Nadu
Job Summary
L2 Box Application Support Engineer Role Summary The L2 Box Application Support Engineer is responsible for operational support, access management, incident resolution, security adherence, and service reliability for the Box content collaboration platform. This role acts as the primary Level 2 escalation point, ensuring incidents and service requests are resolved within SLAs, coordinating with EUC and Box vendor support, and supporting governance, audits, and continuous service improvement initiatives. ________________________________________ Key Responsibilities User & Access Management • Perform user onboarding, offboarding, and role changes in Box. • Provision and manage access to folders and shared content. • Manage Box groups and permissions, including periodic permission reviews. • Support external collaborator access, ensuring compliance with security policies. • Perform license allocation and de allocation as per organizational standards. ________________________________________ L2 Support & Incident Management • Handle Box related incidents and service requests through the Service Desk. • Troubleshoot login, access, sync, sharing, and application usage issues. • Perform initial triage, diagnosis, and resolution within defined SLAs. • Manage escalations to Box Vendor Support when issues cannot be resolved at L2. • Track incidents through to closure and communicate resolution outcomes to stakeholders. ________________________________________ Application & Client Support • Provide support for Box Web Application. • Support Box Drive and Box Sync clients on end user endpoints. • Coordinate with EUC/Desktop teams for endpoint, OS, and device related issues. • Support approved data movement and migration activities. ________________________________________ Security, Risk & Compliance • Provide support for Data Loss Prevention (DLP) and data classification queries. • Assist in security incident coordination and investigation activities. • Ensure strict adherence to organizational security, data governance, and compliance policies. • Maintain audit readiness and provide support during compliance reviews. ________________________________________ Change & Governance • Support planned changes related to Box configurations. • Participate in CAB (Change Advisory Board) meetings and change reviews, as required. • Coordinate with Box Vendor Support for product defects, patches, and service outages. ________________________________________ Monitoring & Proactive Support • Monitor Box service health, availability, and performance. • Review Box service alerts, advisories, and outage notifications. • Proactively identify recurring issues, operational risks, and improvement opportunities. ________________________________________ Documentation & Knowledge Management • Create and maintain support documentation for Box operations. • Develop knowledge base articles (KBs) for common issues, FAQs, and standard resolutions. • Ensure knowledge articles remain current and aligned to incident trends. ________________________________________ Service Performance & Continuous Improvement • Track and report SLA and KPI metrics related to Box application support. • Participate in service review meetings and continual service improvement initiatives. • Analyze incident trends to drive process improvement and service stability. ________________________________________ Skills & Competencies Technical Skills • Strong hands on experience with Box administration and end user support • Knowledge of access control, sharing models, and external collaboration • Experience with Box Drive, Box Sync, and web based collaboration tools • Understanding of DLP, data classifica
Key Responsibilities
L2 Box Application Support Engineer Role Summary The L2 Box Application Support Engineer is responsible for operational support, access management, incident resolution, security adherence, and service reliability for the Box content collaboration platform. This role acts as the primary Level 2 escalation point, ensuring incidents and service requests are resolved within SLAs, coordinating with EUC and Box vendor support, and supporting governance, audits, and continuous service improvement initiatives. ________________________________________ Key Responsibilities User & Access Management • Perform user onboarding, offboarding, and role changes in Box. • Provision and manage access to folders and shared content. • Manage Box groups and permissions, including periodic permission reviews. • Support external collaborator access, ensuring compliance with security policies. • Perform license allocation and de allocation as per organizational standards. ________________________________________ L2 Support & Incident Management • Handle Box related incidents and service requests through the Service Desk. • Troubleshoot login, access, sync, sharing, and application usage issues. • Perform initial triage, diagnosis, and resolution within defined SLAs. • Manage escalations to Box Vendor Support when issues cannot be resolved at L2. • Track incidents through to closure and communicate resolution outcomes to stakeholders. ________________________________________ Application & Client Support • Provide support for Box Web Application. • Support Box Drive and Box Sync clients on end user endpoints. • Coordinate with EUC/Desktop teams for endpoint, OS, and device related issues. • Support approved data movement and migration activities. ________________________________________ Security, Risk & Compliance • Provide support for Data Loss Prevention (DLP) and data classification queries. • Assist in security incident coordination and investigation activities. • Ensure strict adherence to organizational security, data governance, and compliance policies. • Maintain audit readiness and provide support during compliance reviews. ________________________________________ Change & Governance • Support planned changes related to Box configurations. • Participate in CAB (Change Advisory Board) meetings and change reviews, as required. • Coordinate with Box Vendor Support for product defects, patches, and service outages. ________________________________________ Monitoring & Proactive Support • Monitor Box service health, availability, and performance. • Review Box service alerts, advisories, and outage notifications. • Proactively identify recurring issues, operational risks, and improvement opportunities. ________________________________________ Documentation & Knowledge Management • Create and maintain support documentation for Box operations. • Develop knowledge base articles (KBs) for common issues, FAQs, and standard resolutions. • Ensure knowledge articles remain current and aligned to incident trends. ________________________________________ Service Performance & Continuous Improvement • Track and report SLA and KPI metrics related to Box application support. • Participate in service review meetings and continual service improvement initiatives. • Analyze incident trends to drive process improvement and service stability. ________________________________________ Skills & Competencies Technical Skills • Strong hands on experience with Box administration and end user support • Knowledge of access control, sharing models, and external collaboration • Experience with Box Drive, Box Sync, and web based collaboration tools • Understanding of DLP, data classifica
Skill Requirements
L2 Box Application Support Engineer Role Summary The L2 Box Application Support Engineer is responsible for operational support, access management, incident resolution, security adherence, and service reliability for the Box content collaboration platform. This role acts as the primary Level 2 escalation point, ensuring incidents and service requests are resolved within SLAs, coordinating with EUC and Box vendor support, and supporting governance, audits, and continuous service improvement initiatives. ________________________________________ Key Responsibilities User & Access Management • Perform user onboarding, offboarding, and role changes in Box. • Provision and manage access to folders and shared content. • Manage Box groups and permissions, including periodic permission reviews. • Support external collaborator access, ensuring compliance with security policies. • Perform license allocation and de allocation as per organizational standards. ________________________________________ L2 Support & Incident Management • Handle Box related incidents and service requests through the Service Desk. • Troubleshoot login, access, sync, sharing, and application usage issues. • Perform initial triage, diagnosis, and resolution within defined SLAs. • Manage escalations to Box Vendor Support when issues cannot be resolved at L2. • Track incidents through to closure and communicate resolution outcomes to stakeholders. ________________________________________ Application & Client Support • Provide support for Box Web Application. • Support Box Drive and Box Sync clients on end user endpoints. • Coordinate with EUC/Desktop teams for endpoint, OS, and device related issues. • Support approved data movement and migration activities. ________________________________________ Security, Risk & Compliance • Provide support for Data Loss Prevention (DLP) and data classification queries. • Assist in security incident coordination and investigation activities. • Ensure strict adherence to organizational security, data governance, and compliance policies. • Maintain audit readiness and provide support during compliance reviews. ________________________________________ Change & Governance • Support planned changes related to Box configurations. • Participate in CAB (Change Advisory Board) meetings and change reviews, as required. • Coordinate with Box Vendor Support for product defects, patches, and service outages. ________________________________________ Monitoring & Proactive Support • Monitor Box service health, availability, and performance. • Review Box service alerts, advisories, and outage notifications. • Proactively identify recurring issues, operational risks, and improvement opportunities. ________________________________________ Documentation & Knowledge Management • Create and maintain support documentation for Box operations. • Develop knowledge base articles (KBs) for common issues, FAQs, and standard resolutions. • Ensure knowledge articles remain current and aligned to incident trends. ________________________________________ Service Performance & Continuous Improvement • Track and report SLA and KPI metrics related to Box application support. • Participate in service review meetings and continual service improvement initiatives. • Analyze incident trends to drive process improvement and service stability. ________________________________________ Skills & Competencies Technical Skills • Strong hands on experience with Box administration and end user support • Knowledge of access control, sharing models, and external collaboration • Experience with Box Drive, Box Sync, and web based collaboration tools • Understanding of DLP, data classifica
Other Requirements
L2 Box Application Support Engineer Role Summary The L2 Box Application Support Engineer is responsible for operational support, access management, incident resolution, security adherence, and service reliability for the Box content collaboration platform. This role acts as the primary Level 2 escalation point, ensuring incidents and service requests are resolved within SLAs, coordinating with EUC and Box vendor support, and supporting governance, audits, and continuous service improvement initiatives. ________________________________________ Key Responsibilities User & Access Management • Perform user onboarding, offboarding, and role changes in Box. • Provision and manage access to folders and shared content. • Manage Box groups and permissions, including periodic permission reviews. • Support external collaborator access, ensuring compliance with security policies. • Perform license allocation and de allocation as per organizational standards. ________________________________________ L2 Support & Incident Management • Handle Box related incidents and service requests through the Service Desk. • Troubleshoot login, access, sync, sharing, and application usage issues. • Perform initial triage, diagnosis, and resolution within defined SLAs. • Manage escalations to Box Vendor Support when issues cannot be resolved at L2. • Track incidents through to closure and communicate resolution outcomes to stakeholders. ________________________________________ Application & Client Support • Provide support for Box Web Application. • Support Box Drive and Box Sync clients on end user endpoints. • Coordinate with EUC/Desktop teams for endpoint, OS, and device related issues. • Support approved data movement and migration activities. ________________________________________ Security, Risk & Compliance • Provide support for Data Loss Prevention (DLP) and data classification queries. • Assist in security incident coordination and investigation activities. • Ensure strict adherence to organizational security, data governance, and compliance policies. • Maintain audit readiness and provide support during compliance reviews. ________________________________________ Change & Governance • Support planned changes related to Box configurations. • Participate in CAB (Change Advisory Board) meetings and change reviews, as required. • Coordinate with Box Vendor Support for product defects, patches, and service outages. ________________________________________ Monitoring & Proactive Support • Monitor Box service health, availability, and performance. • Review Box service alerts, advisories, and outage notifications. • Proactively identify recurring issues, operational risks, and improvement opportunities. ________________________________________ Documentation & Knowledge Management • Create and maintain support documentation for Box operations. • Develop knowledge base articles (KBs) for common issues, FAQs, and standard resolutions. • Ensure knowledge articles remain current and aligned to incident trends. ________________________________________ Service Performance & Continuous Improvement • Track and report SLA and KPI metrics related to Box application support. • Participate in service review meetings and continual service improvement initiatives. • Analyze incident trends to drive process improvement and service stability. ________________________________________ Skills & Competencies Technical Skills • Strong hands on experience with Box administration and end user support • Knowledge of access control, sharing models, and external collaboration • Experience with Box Drive, Box Sync, and web based collaboration tools • Understanding of DLP, data classifica
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