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Location: Hemel hempstead (Head Office)
Contract Type: Permanent
Hours of Work: Core Business Hours (37.5 hours between 08:00 and 18:00)
Overview:
We are currently seeking a Desktop Support Engineer to join our team onsite, supporting one of CAE’s key clients. In this role, you will be responsible for delivering high-quality 1st and 2nd line desktop support, covering both hardware and software issues. You’ll be based at our customer’s office, providing hands-on assistance to end users and helping with day-to-day administrative IT tasks.
This is a great opportunity to work in a dynamic environment where your technical skills and customer service mindset will make a real impact.
Key Responsibilities
- Deliver responsive desktop support as needed, including:
- Full lifecycle ticket management: creation, updates, and closure
- Troubleshooting, diagnosing, and resolving IT issues
- Install, upgrade, and support:
- Windows 10 and 11 operating systems
- Printers, computer hardware, and authorized peripheral devices
- Perform daily preventative maintenance on laptops, desktops, printers, and peripherals
- Monitor and maintain:
- Communication lines via system dashboards
- Wi-Fi availability and door access control systems
- Microsoft SCCM or Intune environments
- Printers and Teams meeting rooms
- Daily backups and AV devices (displays, video conferencing systems, room booking systems)
- Liaise with third-party vendors to resolve hardware issues
- Investigate and resolve software faults
- Manage IT assets and inventory
- Physically relocate or replace equipment (e.g., laptops, switches, routers) as required
- Handle hardware break/fix and software installations
- Escalate complex technical issues to 2nd or 3rd line support when necessary
- Conduct regular floor walks to ensure AV equipment is functioning and assist users with any technical concerns
Location: Hemel hempstead (Head Office)
Contract Type: Permanent
Hours of Work: 24/7 – 12-hour shifts. 4 days, 4 off, 4 nights, 4 off.
Overview:
We are currently looking for a Managed Services Support Analyst to join our Hemel Hempstead based team. In your new role, you will play a vital role in delivering exceptional 1st line support to our external Managed Services customers. Operating in a 24/7 environment, you will be at the heart of our service delivery—combining technical expertise with outstanding customer service.
Key Responsibilities:
- Provide 1st line technical support to Managed Services customers.
- Monitor systems and respond to alerts, resolving or escalating issues as needed.
- Troubleshoot and resolve hardware, software, and network-related problems.
- Accurately log incidents, actions, and resolutions in the ticketing system.
- Follow CAE’s Standard Operating Procedures (SOP) and best practices.
- Escalate unresolved incidents and requests to appropriate teams or third parties.
- Communicate effectively with customers, internal teams, and external vendors.
- Ensure timely updates and feedback to customers on ticket progress.
- Maintain high levels of customer satisfaction through empathy and professionalism.
- Manage multiple tasks and priorities in a fast-paced, 24/7 support environment.
- Adhere to service level agreements (SLAs) and escalation protocols.
- Collaborate with the service desk, NOC, and resolver groups to ensure issue resolution.
