Focus on Boxer Support

26 May

Focus on Boxer Support

Boxer have supported Telestream customers in the UK since 1999, when Bruce Willis was the highest paid movie star and everyone was worried about Y2K.

Fast forward a couple of decades and it's fair to say it’s been an unusual year to say the least. During the pandemic many organisations have had to cope with very complicated working arrangements, many engineers have been furloughed and system checks may not have been given top priority.




boxer support trio

To help reset the balance, Boxer are offering a free Telestream Vantage Health Check for all customers, designed to diagnose potential future issues before they arise, giving you peace of mind and confidence in your systems.

Carried out by our in house team of certified engineers, trained at Telestream HQ in Nevada, the Health Check is a free service that we can run completely remotely.
Our support credentials are second to none and we are proud to look after some of the biggest names in the business, from the BBC, ITV and Discovery to Viacom, BT and Prime Focus, so you’ll be in safe hands.

Here’s what a few of our customers have said about our Telestream Support service:

"We lean on Boxer support to ensure our Telestream Vantage installation is running smoothly, their team provides a fast and expert response to any questions and curveballs we have thrown their way.” Alan Newitt  - Framestore

"Boxer’s support team is very quick to react if there’s a problem and very proactive in suggesting potential solutions from Telestream’s roadmap that will further enhance BBC Wales’s media workflows.  Whether it’s offering remote assistance to fix a serious issue or advice on improving workflow designs, Boxer treat every issue as an emergency and they don’t remain issues for long” Rhun Roberts - BBC
"Boxer provide an excellent and prompt service whether it is updates, hardware swap out or assistance with building workflows. Given our remote location it is very reassuring to know that we have access to their expertise and are safe in the knowledge that any downtime will be kept to an absolute minimum.” Uisdean Macleod - MG Alba



Boxer’s team of support engineers are efficient, effective, experienced and dedicated to delivering the highest possible levels of service to our customers.

  • Boxer’s UK based engineers are available on site, or remotely via Teams, Zoom or the end of the phone ready to work through your support queries
  • Our Fresh Desk automated support management system provides ticket processing and easy issue tracking so you’ll always know how your query is progressing
  • Where possible we stock spare parts to expedite repairs and minimise downtime
  • Boxer are proud to have been ISO 9000 accredited for quality management for over ten years, with annual external audits
  • We measure performance against KPIs and offer proactive advice to anticipate and avoid future issues
  • Our highly trained engineers take the time to understand our customer’s workflows in order to offer a tailor-made response to each individual issue

We are a friendly, responsive team that takes pride in our work, if you would like to find out how we could help you, give us a call on 01582 466100.



Find out more a day in the life of Mark Jones, a key member of the Boxer Support Team, who brings his unique charisma and enthusiasm to every challenge.

mj for website  

How long have you worked for Boxer? Since July 2013, nearly 8 years.

Where did you work/what was your role before you joined? I was at TalkTalk as a system administrator working on Linux and Windows services before I joined Boxer. TalkTalk acquired Videonetwork the video on-demand service back in the 00’s.

What’s different about working at Boxer? It was a new lease of life for me joining Boxer after working in a corporate structure for 12 years.  I was able to go and meet customers, conduct meetings and training and do more travelling in a year than I had previously done in a decade.

What skills and experiences do you have that enable you help Boxer’s customers? I have experience in coding so I can help customers with developing logics in their workflows, I’ve also worked with with setting up and supporting hardware across a wide range of applications.  I keep up with broadcast standards and technologies and always try to stay one step ahead of the game with new ways of working.

What does a typical work day look like? We have a short meeting in the morning with the Engineering team then it’s straight into looking at our support portal to see what queries/issues are being reported.  Some days I work with my sales colleagues on pre-sales tasks like proof of concept plans with existing and prospective customers, other days I will be training customers on how to use software and developing workflows with them.  I also spend time evaluating new products that we may be interested in representing.

What's your favourite thing about your job? The camaraderie with customers and colleagues.

What's your most prized possession? My wife (she said that).

For more information about how Boxer can help support your workflows call 01582  466100.


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